How to add tags:
You can make use of Tags to categorize and organize leads. Add Tags to users manually in the Audience tab or automatically in the Bot Dashboard, the instruction is as below:
Go to Reports & Insights > Audience and open the chat user's detailed information.
Click Add Tag and enter a new tag name or choose a tag in the dropdown list.
You can quickly add a tag or remove a tag of more than one customer using Bulk Actions:
1. Click to select chat users you want to add/ remove tag.
2. Click Bulk Action and select Add tag/ Remove Tag. Then, enter a tag name or choose one in the dropdown list.
You can add Tag or remove Tag automatically using Actions in Bot Builder.
Drop the Tag/ Untag action to the canvas. After that, choose a tag name in the Properties tab. When conversation arrives at this point, the chat user will get tagged with the value you already set.
How to use tags:
Tags can be used to direct chat users in Bot Builder, to filter them in Audience or to select people who will receive a broadcast:
Case 1: Use tags with conditions to direct chat users in the conversation (Bot Builder)
Click on the connector you want to set up conditions. On the Properties tab, click Add condition and match phrases to get a complete sentence.
Case 2: Filter audience by tags (in Audience)
All the tags will be listed in Quick Filter By Tag section in the left hand of the Audience screen. Bot builders can click on each tag to search for information of corresponding chat users. On the other hand, bot builders can set up more complicated conditions with tags in Filter by section.
Case 3: Filter particular users who will receive a Broadcast
Tags can be used to select the target audience of a broadcast. The conditions are set similarly to the condition anywhere else. If you've not had a broadcast, create one in Messages > Broadcast > New Broadcast.