Engage Digital | Adding an identity tag

Last updated on July 15, 2021

Table of contents

Adding an identity tag to a client

  1. Navigate to Digital > Identity tags in the left-hand navigation bar.
  2. Click the Add at the top right corner.
  3. Enter the name of the tag.
  4. Click Save.

Applying an identity tag to a customer

Agents can apply identity tags to customers in either the Inbox or Routing mode. The identity tags will be added to the customer profile, which is where the information about a customer is stored.

Apply tags in Inbox mode

  1. Select Agent from the top main menu.
  2. Navigate to Inbox via the left-hand navigation bar.
  3. Select a message thread in the center panel so the thread is displayed in the right panel.
  4. In the right panel, click the Profile avatar icon of the customer.
  5. In the Tags field, add one or more identity tags from the options that appear.
  6. Click Save.
Adding tag identity from folders view
Adding tag identity from folders view

Apply tags in Routing mode

  1. Navigate to Routing mode via the left-hand navigation bar.
  2. Select an interaction so it is displayed in the right panel.
  3. In the right panel, click the Profile icon of the customer.
  4. In the Tags field, add one or more identity tags from the options that appear.
  5. Click Save.
Adding tag identity from tasks view
Adding tag identity from tasks view
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