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. A search with no tag set — the default for the search box and for the search command — matches agents of every tag. An account that never sets a tag therefore has one pool of agents, and everything works without further setup.

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 searches the tag set in Search settings. An agent that uses the search command names the tag the command should search. An agent's tag is changed from the agent's page, and the change is live at once.

Shape

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