Here, you can access information regarding various features associated with conversations.

Tags

Tags enable efficient organization and grouping of conversations. Please refer to the information below for further details.

• Manage Tags: Go to Settings > Admin > Tags to manage tags.
• Assign Tags: Tags can be assigned to conversations via the admin area (Settings > Automations > More), through Dialogflow actions, or by inserting the JS variable SB_DEFAULT_TAGS into a page displaying the chat or tickets panel.
• Locate Conversations: To find conversations with specific tags, enter the tag names into the search bar at the top-left corner of the admin conversations area or select the desired tag from the dedicated filters menu. The tags filter is visible only if at least one tag is assigned to a conversation.
• Disable Tags: Tags can be disabled from Settings > Admin > Disable tags.

Notes

Notes allow users to add comments to conversations that are only visible to agents and admins.

• Enable Note Data Scraping: If you are using OpenAI, we suggest enabling the note data scraping option.

Transcript

Agents and admins can send the full conversation transcript to the user.

• Send Transcript: Click the Transcript button in the top-right corner of the admin's conversation window to send the transcript.
• Automatic Transcript Sending: Automatically send the transcript when archiving a conversation using the close message available at Settings > Messages > Close message.
• Email Requirement: The transcript can only be sent if the user has an email address.

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