Engage Digital | Using identity tags

Identity tags enable your agents to identify the customer with whom they are messaging. To improve your digital customer interactions, you may want to know more about your customer. You may also want to distinguish certain customers from the rest by granting them a preferred status of some kind.
 
Identity tags let you label certain customer types, like VIP customers, public figures, or customers who are influential on the internet. You can also use an identity tag to manage messages that are received by folder, to construct a search query, or to create a rule that triggers on a message based on an identity tag.

Admins can manage the identity tags in the platform by navigating to Digital > Identity tags via the left-hand navigation bar. When the admin creates identity tags, agents will be able to see those tags and apply one or more tags to a customer. Agents can work with identity tags in either the Inbox or Routing mode. The Identity tags page lists the identity tags and the number of customers tagged with each identity.

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

Creating folders that query for an identity

When creating or editing a folder, you can construct a query that routes messages based on identity. In the Query field of the Inboxes configuration page, you can use a tagged_as tag to query based on an identity tag. For example, you may want to create a folder with a label description related to the identity tag (such as VIP Tag Folder), and then a query that filters only the messages with a particular identity tag (such as VIP). 
1. Navigate to Routing > Inboxes folders in the left-hand navigation bar.
2. Click the Add button in the top right corner.
3. Enter the name of the folder in the Label field.
4. Click Query.
5. Build a search query using a tagged_as identity.
6. Click Save.
The folder will be created and will show you all the messages that contain that identity tag.

For more information on configuring folders, see Creating folders. For queries, visit Using search queries to learn more.

Creating a rule that triggers based on an identity

You can create a rule that takes a particular action based on the value of an identity tag. For example, you may want to boost the priority of an interaction tagged for a particular identity, such as adding a 5-point priority boost to a message if it is tagged VIP. For more information on using the rules engine, see Configuring rules.
1. Navigate to Routing > Rules engine in the left-hand navigation bar.
2. Click Add in the top right corner.
3. Select the Update priority option from the Action menu.
4. In the Priority boost field, enter a value for the priority boost.
5. Select the Identity tag option from the Match type dropdown menu.
6. Specify one or more Identity tags.
7. Click Save.
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