Home > How to: Use Labels
(Last Updated On: February 7, 2019)
Labels is a really powerful new feature to allow your agents to categorize conversations sent to your CRM, Help Desk integration or in your CSV logs exports. In this article, you will find some of the common uses for labels, as well as some tips and tricks for getting the most out of your labels.
The new Labels UI for the agents is only available in Conversations Hub, you will not be able to use this with our Legacy Chat Portal. Check out this article to find out how to upgrade to Hub free of charge. Please come and chat with our team if you have any questions.
Note: Labels are replacing and improving on the legacy ‘Operator Variables’ feature, but you will still be able to use the legacy operator Variables option to label a chat with the \label=option command or shortcut in the legacy Chat Portal.
For the purposes of this article, I will be using a label called “ProductCategory” to differentiate between chats for some different products.
Keep in mind that the following explains the process of adding labels in an Enterprise account. If you have a lower tier account (Premier or Lower) please check the “Labels on Self-Service Accounts and Lower tier accounts” section of this article to read more.
You will find a new tab in the Admin Dashboard -> Settings called Hub (1).
Clicking on this tab will open up all of the Hub tab, where you will be able to set up your labels. Let’s create a new Label called ProductCategory by clicking on “+ Add Label” (2). Then click on “Edit” (4) to edit the preset fields.
So now we’ve added our preset fields, hit Save at the bottom of the Admin Dashboard to ensure the settings are retained. We selected “Require this Label” (3) at the top of the setting. Making a Label required means that a chat will not close until this Label has been saved. If a chat ends before the label has been added, you will see the following system message as an agent in the Hub:
This means that labels can be added after the chat ends! A chat will not close until any mandatory labels are added. This means that the chat will take up one of the agent chat slots until all required Labels are filled in. If an agent has a maximum of 3 chats, but all 3 chats are pending to be closed and awaiting the required fields to be added, the agent will not be able to receive other incoming chats until the required fields are filled in. Agents will receive a reminder every five of any pending closed chats that are waiting to be labeled.
As an agent, the Labels tab can be accessed via the new Labels button (5) at the bottom of the active chat window.
This will prompt the Labels window to modal, and the agent can then click on the relevant fields. They can click the Label option most relevant for the chat, or add their own Label (6). This allows agents to add additional fields and easily send these as the Label value. You will also notice the red asterisk * (7) next to the ProductCategory name. This tells me that this field is a required field. On lower tier accounts, agents will only have the option to add the Freeform Option, and will not be able to make fields required.
They can click the Label option most relevant for the chat, or type their own Freeform Option. The Freeform Option allows agents to add additional fields and easily send these as the Label value. You will also notice the red asterisk * () next to the ProductCategory name. This tells me that this field is a required field. On lower tier accounts, agents will only have the option to add the Freeform Option, and will not be able to make fields required.
Once the agent is satisfied that they have entered the information correctly, he will need to click on “Add” at the bottom of this window to save the Labels. These are then passed as part of the chat transcript.
Please Note: The above documentation shows how the Labels look in an Enterprise Account. For lower tier accounts, you will not have the option to “Require this Label” (the option will be displayed but won’t be clickable), and also will not be able to pre-define the field variables (the agent will only have the option to add a freeform option rather than select from preset options).
The Labels will be displayed under the Operator Variables (8) section of the Chat Transcript, as shown here:
This allows the information to be easily viewable to reporters and administrators. Also, you can go one step further and automatically send this information to your Helpdesk using Custom Mappings.
In the Settings -> Integrations tab, you will now have the option to map the Labels to your chosen integration. You will see a new Source Type (9.1):
This will allow you to easily access all of your Labels in the Source value (9.2) and route them to the relevant fields in your integration.
If you have any questions regarding setting up or using Labels, please chat with our friendly support team.
Published March 20, 2018