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How to use tags?

RingCentral Engage Digital provides you with the Identity tags feature in order to add tags to the users. This feature allows you to tag VIP clients and influencers for analytical purposes or to prioritize their messages during the dispatch of messages to agents.

It is not possible to import identities.

Create and associate tags to a client

The Identity tag feature is accessible from the administration.

  1. Go to Identity tag.
  2. Click the + icon on the top right.
  3. Type in the name of the tag.
  4. Click the Save button.

Once the tag is created, you have the ability to tag clients directly from their client sheet. To tag users:

  1. Access a client’s sheet.
  2. In the Tags field, select the tag you want to apply.
  3. Click the Save button.

You can also tag users using API.

Use tags to prioritize the messages

RingCentral Engage Digital's rules engine allows the set up of a message prioritization system for some users according to conditions. For example, it is possible to assign a priority boost to the tagged client’s messages by selecting the tag in question in the list of conditions. Messages will be prioritized when dispatched to agents working in the Tasks view.

Message prioritization has effect only in Tasks view. 

For further information, read the Rules Engine section of the Administrator guide.

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