You can manage tags under the Settings tab. You can add Client-level, Group-level, and Team-level tags. You can add up to eight tags to a conversation and make these tags active and inactive based on need. Once these tags are set up, agents can view and use them to tag conversations.

Client level tag

Add a Tag

To add a client-level tag, follow these steps:

1. Login to Webex Engage and click the Try new version on the top-right corner of the application.

The Webex Engage React application will launch.

2. Navigate to Settings > Conversations > Tags.

3. Click the Client Level tab.

4. Enter Tag Name in the text field and click Add Tag.

Group level tag

To add a group-level tag, follow these steps:

1. Login to Webex Engage and click the Try new version on the top-right corner of the application.

The Webex Engage React application will launch.

2. Navigate to Settings > Conversations > Tags.

3. Click the Group Level tab.

4. Select a group from the Group drop-down list.

5. Enter Tag Name in the text field and click Add Tag.

Team level tag

To add a team-level tag, follow these steps:

1. Login to Webex Engage and click the Try new version on the top-right corner of the application.

The Webex Engage React application will launch.

2. Navigate to Settings > Conversations > Tags.

3. Click the Team Level tab.

4. Select a team from the Team level drop-down list.

5. Enter Tag Name in the text field and click Add Tag.

The tag is listed in the table results.

Edit a Client / Group / Team level Tags

To edit a Client / Group / Team level tag, follow these steps:

1. Login to Webex Engage and click the Try new version on the top-right corner of the application.

The Webex Engage React application will launch.

2. Navigate to Settings > Conversations > Tags

3. Click the Edit icon in the Actions column of a specific Client / Group / Team level tag.

The following screen appears.

4. Edit the Tag Name.
5. Turn ON/OFF the Status toggle to show or hide the tag on the chat console.
6. Click Update tag.

A success message appears on the screen.

Delete a Client / Group / Team level Tags

To delete a Client / Group / Team level tag, follow these steps:

1. Login to Webex Engage and click the Try new version on the top-right corner of the application.

The Webex Engage React application will launch.

2. Navigate to Settings > Conversations > Tags

3. Click the Delete icon in the Actions column of a specific Client / Group / Team level tag.

The following information pop-up appears on the screen.

4. Click Delete tag.

A success message appears on the screen.