Adding Tags to System Objects

Tags let you control which lists, campaigns, users, and other objects are matched to each other, or visible to each other, across the system. This article covers how to add a tag to each object type that supports tagging. For a full explanation of how tagging affects the system, see Tagging — Where and how it affects the system.

Inbound Numbers

Tags on inbound numbers control how customers are matched to campaigns via lists. If a customer calls a number that shares a tag with the list holding their data, the system displays their details and the relevant inbound script to the agent. If a customer calls a number with a tag that doesn't match a tag on the list holding their data, the inbound number's script still appears, but the customer has to be added to the system as a new lead. This lets customers calling about different products or services stay separated, rather than being mixed up in the same data.

Go to the Inbound Numbers page (Admin > General).
On the inbound number you want to tag, select the Tags dropdown.
Select the tag or tags you want to assign. They're added to the Tags box for that number.
To add further tags, select them from within the modal.

Note. Users without a matching tag can't see this inbound number's information either.

Lists

Go to the Lists page.
Select a list from the left of the List Admin screen. The Tag Groups area shows the tags available to select.
A pop-up window will appear allowing you to add/remove tags from the list selected.

Note. You don't need to select Save here. Selecting a tag in or out applies the change immediately.

Select the tag icon next to a list's name to see its assigned and unassigned tags in a dialog box, or select the tag filter icon to filter the list view by tag.

Campaigns

Go to the CTU page and select the campaign you want to tag. Its details populate the Editing tab on the right.
In the Tag Groups box, select the area marked Add Tags…. This expands the box to show the tags available to select.
Hover over a tag to reveal a coloured tab with a + symbol, and select it to add the tag. It appears in the area above, alongside any tags already added.
To remove a tag, select its coloured tab, now showing a − symbol.
Select Save in the top right of the CTU page.

Users

Select a user from the CTU page. Their details populate the editing section on the right, with a Tag Groups area at the bottom showing three boxes.

Box	Description
Directly Applied to this User	Assign tags directly to this user. Select the area marked Add Tags… to expand the box, then hover over a tag and select its blue tab to add it.
Inherited from Team	Shows tags the user has inherited from their team. If the team itself inherited a tag from a campaign, that tag shows in the Inherited from Campaign box below instead. Tags can't be added here.
Inherited from Campaign	Shows tags assigned to any campaigns the user is associated with. Tags can't be added here.

Once you've added the required tags, select Save in the top right of the CTU page.

Teams

Select a team from the CTU page. Its details populate the editing section on the right, with a Tag Groups area showing two boxes.

Box	Description
Directly Applied to this Team	Assign tags directly to this team. Select the area marked Add Tags… to expand the box, then hover over a tag and select its blue tab to add it.
Inherited from Campaign	Shows tags assigned to any campaigns the team is associated with. Tags can't be added here.

Once you've added the required tags, select Save in the top right of the CTU page.

Queues

Go to Management > General > Queue.
Select the relevant queue.
In the right-hand panel, select into Tag Groups. This opens the tag group modal, where you can apply a tag to the queue.

Note. With tagging enabled, the queues page shows every queue, but within each one you'll only see the users who share a tag with you.

Channels

Go to Admin > Channels > Channels.
Select the relevant channel.
Under Channel Settings, go to the Tagging section and select into it to add a tag to the channel.

Channel Hubs

Go to Admin > Channels > Channel Hubs.
Select the relevant channel hub.
In the right-hand panel, under General, go to the Tags section. Select into the Assigned Tags window to apply tags to the channel hub.