Tags

Tags categorize agents and filter searches. Every agent carries exactly one tag. A search that names a tag matches only agents carrying that tag. A search that names no tag matches every agent.

The general tag

An agent's tag defaults to general, and the search box sets no tag by default, so an account that never sets a tag has one pool of agents and nothing to set up.

Using tags

Give agents a tag to put them in a separate pool: corporate for internal-only agents, support for the help desk, pilot for agents under evaluation. The search box still searches every tag. An agent's tag is changed from the agent's page, and the change is live at once.

Letting users choose a catalog

The search call of the REST API takes a tag, so an interface of your own can offer tags to its users, as a drop-down of catalogs for example, or search every tag with an empty string.

An agent skill searches the same way. The skill's search call can name a tag, so a company can install one skill per catalog, one for support agents and one for finance agents, each searching its own tag. See Tag scoping.

Shape

A tag is up to 16 characters of lowercase letters, digits and underscores: general, hr_internal, eu_support.