Labels and tags can boost your search capabilities and allow you to categorize knowledge better.
Engage
Labels are a super easy way to help your administrative flows. Created in seconds, they can be manually added to contact and response records, or automatically to forms/events/broadcasts/call scripts/call campaigns when certain workflow conditions are met.
Creating/editing/deleting labels
Labels can be managed by going to Settings > Labels.
New labels can be created by clicking + New Label. Give your label a name and appropriate hex color, and click Save.
Pre-existing labels can be edited on the labels table and removed by clicking Actions > Remove label.
Assigning labels
Gecko allows you to assign labels to the contact record and any form response records. It's handy to note that contact labels are far more helpful when querying and filtering! If in doubt, use contact labels instead!
Contact record (1 contact) - Go to Contacts, find the contact you want to add/remove contact labels and click their record. Then go to Actions > Manage Labels.
Contacts page (1 - 50 contacts) - Go to the Contacts page and use the checkboxes to select the contacts you want to add contact labels for. Click Actions on selected > Add label(s). This method only supports adding labels - not removing them.
Workflows (automated mass action) - Go to the workflow tab of your form/event/broadcast/call script/call campaign. Add a workflow action of Add label to contact.
Learn more about how labels can create bespoke queries/searches in Gecko.
Chat
Learn more about tagging in Chat.
Conversation tags
Conversation tags are a super easy way to better filter conversations in Chat and help analyze conversational data, either when viewed in the Stats section or exported from Chat as a conversations export.
Creating tags
Tags can be created in one of two ways:
Go to Settings > Tags and click + Add New. The tags page also allows you to edit/remove any existing tags.
Go to Conversations and click on any conversation. On the right-contact pane, find the Tags section and click Add Tag. Find and apply any existing tag, or free type a new tag you'd like to see added to the system.
Assigning tags
Tags can be assigned to conversations in three unique ways.
Go to Conversations and click on any conversation. On the right-contact pane, find the Tags section and click Add Tag. Find and apply any existing tag, or free type a new tag you'd like to see added to the system. Tags can also be assigned when using the Chat mobile app. Click into the conversation you want to tag and select the breadcrumb button in the top-right corner before clicking Add Tags.
Navigate to Workflows and click + New Workflow. Pick when your workflow should run, select your conditions, and, in step 4, select the Add a tag to the conversation workflow action.
Get your bot to help! Go to Bots and Skills and create click + Create Skill. Pick Workflow Action and select the Assign a tag to the conversation card.
💡 Note: this method is only available to clients with the Gecko Bot. Interested in learning more? Contact your Sales or Account Manager here.
Bot tags
Bot tags can be applied to any Answers or Skills your bot has been taught. When used effectively, they can help speed up training by shedding light on what your bot does or doesn't know.
Tags created/added when building a new answer or skill or can be managed from the Answers or Skill tables. Existing tags can be renamed or deleted by clicking the edit icon on the right-hand side of the tag dropdown:
There is no limit to the number of tags you create.
Any questions? Start a live chat with a support team member, or feel free to explore the rest of our academy. Spotted an error or want to suggest a future article for the academy? Let us know here.