Tag contacts on the Contact details page in Connect Customer
Tags are key-value pairs that help you categorize and organize contacts so you can find related contacts in Contact search. On the Contact details page, you can add up to 6 tags to an in-progress or completed contact that you can access.
To add or remove tags programmatically, use the TagContact and UntagContact operations.
Note
Tag-based access control is not yet supported on contacts.
Required permissions
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Enable one of the following permissions to view contacts on the Contact search and Contact details pages:
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Contact search - View: Allows a user to view all contacts.
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View my contacts - View: Allows agents to view only those contacts that they handled.
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(Optional) Restrict contact access: Restricts a user's access on the Contact search and Contact details pages to contacts in their hierarchy group and any groups below it. For more information, see Manage who can search for contacts and access detailed information.
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Update contact tags: Allows a user to add and remove tags from contacts on the Contact details page.
The following image shows the Contact Actions - Update contact tags permission.
How to tag a contact
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Log in to Connect Customer with a user account that has permissions to access contact records.
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In Connect Customer, choose Analytics and optimization, Contact search.
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Search for the contact you want to tag. The contact can be in-progress or completed.
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Choose the contact to view its details.
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On the Contact details page, choose Actions, Tag contact.
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The Tag contact dialog opens. Existing tags on the contact are pre-filled.
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Enter a Key and Value for the tag.
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(Optional) To add another tag, choose Add tag, and then enter its Key and Value.
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Choose Save.
How to remove a tag from a contact
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On the Contact details page, choose Actions, Tag contact.
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In the Tag contact dialog, choose Remove next to the tag you want to remove.
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Choose Save.
