How do I configure tag categories and tags?

Introduction

Within Mobile Service Cloud you have the ability to add tags to conversations. This is mandatory in most cases because the feature "Mandatory tagging" is enabled within most customer subscriptions. This ensures that conversations are not archived without any tags. On this card we will explain how to add, edit or delete tags and/or their categories.

Resolution

1. Navigate to Settings → Conversation tools → Tags

2. In this screen you can add a new category or tag, change the existing ones by clicking on the pencil or delete a category or tag using the trash bin icon (don't forget to use the "Save" button). To add a new category or tag, simply type your category or tag in the text field and click on the add button.

To change or delete a category, click on the pencil to edit or click on the trash bin to delete.

When you want to delete a category, you will receive a notification as shown below, as this action will also delete all tags in that category.

3. One of the most important steps is of course to save all your changes!