Add Tags to Chat Tickets

After understanding how to add a classifier, the next question is: how do you add tags to tickets? In the 3Dolphins system, there are two ways to add tags to chat tickets: manually and automatically.

For example, if you want to tag tickets that contain messages about order status in the application such as Live Chat – Check Status you can use this feature to categorize them accordingly.

So, let's take a look at the difference between manual tagging and automatic tagging.

Manual Tagging

Manual tagging is a tag that you can manually add to a ticket by expanding the ticket and clicking 'Tags', then selecting one of the tags and clicking the 'Edit Tags' button to save, then the tag will appear on the ticket.

For example, tag the ticket with Live Chat – Check Status, as shown in the image below.

Automatic Tagging

Automatic tagging is a tag that is automatically added to a ticket when the ticket is created.

To enable automatic tagging, go to Customer Service > Paragraph Classifier, and turn on the automatic classifier by toggling the switch button to 'On'.

Additionally, you must run the train process on the classifier. Training the classifier helps minimize errors during ticket tagging. To do this, click the 'Train' button at the top-right corner of the page and wait for the training process to complete.

After you activate the automatic classifier and train the module, you will see tags appear automatically based on the content of incoming messages. For example, if a customer sends a message that matches content in the classifier module (e.g.: What’s the status of my order?), the ticket will automatically be labeled Live Chat – Check Status, based on the label defined in the classifier module, as shown in the image below.