Conversation Labels

Overview

A conversation label is a tag or identifier used to categorize conversations within your Live Agent Engine dashboard. By applying labels such as "Escalation" and "Left Message", agents can quickly organize, sort, and locate conversations based on specific criteria or topics.

Conversation labels are specific to each organization's dashboard; however, labels can be viewed and applied to conversations by any of the company's administrators and agents.

To view which labels already exist in your organization setup, launch the Live Agent Engine dashboard and look at the first column on the left-hand side as shown below:

Add/Remove a Label to a Conversation

1. While in the Live Agent Engine dashboard, select the conversation you'd like to add a label for.

2. When selected, go into the panel on the right-hand side and ensure that the Conversation Actions section is expanded.

3. Agents will tap the button titled Add Labels. Note that, depending on your organization's setup, a conversation may already have been labeled.

4. Select the applicable label(s) and click out of the pop-up window.

5. To remove a label, follow steps one and two. Once you see applied labels in your selected conversation, tap the X next to the label to remove it.

Sort Conversations By Labels

1. Launch the Live Agent Engine dashboard and look at the first column on the left-hand side.

2. In this column, you will see a Labels section.

3. Tap the label you'd like to filter by.

4. Once selected, make sure that you have selected the "All" column to view the labeled conversations.

Organization Label Settings

At this time, we require account administrators to create a request ticket to add or remove a conversation label. To submit a ticket, click the link below:

Jira Service Management

FAQs