Based on customer interactions or events with SnapCall, specific tags are automatically applied to conversations.
This streamlines the creation of reports in Zendesk Explore and facilitates the automation of various tasks in your queue, such as prioritization, assignment, and more. Below is a list of all the tags used and the events that trigger them.
Tags for videocalls event
snapcall_outbound_call | Agent generates an outbound call from the SnapCall widget on the bottom part of the screen. |
snapcall_outbound_schedule | Agent propose a scheduled call from the SnapCall widget on the bottom part of the screen. |
end_user_joined | Add the tag when end user join the call |
call_missed | Add the tag when end user join the call, but no agent joins |
snapcall_call_recording | When recording is available, add the tag |
call_handled | Tag is added when |
Tags for Clip events
snapcall_outbound_clip | Agent generates a clip link from the SnapCall widget on the bottom part of the screen. |
snapcall_outbound_public_page | Agent share the Public Page link from the SnapCall widget on the bottom part of the screen. |
custom tag per company vocabulary | When SnapCall detects a company vocabulary words in the media, add that on the ticket |
media_uploaded | Add the tag on ticket when end user or agent use the Clip link to add a media |
snapcall_clip_video | When a video is uploaded, add the tag |
snapcall_clip_snapshot | When a snapshot is uploaded, add the tag |
snapcall_clip_audio | When an audio message is uploaded, add the tag |
snapcall_ticket_public_page | When the ticket is created from the Public Page, add the tag |
snapcall custom flow | When an agent send a specific flow to a customer via the dedicated widget in Zendesk, add a tag specific to that flow. |
snapcall_api | When stream is generated via API (for example via Chatbot), add the tag |
Tags for moderation & image stock detection
snapcall_safe | Indicates that the media has been reviewed by SnapCall and is safe to be displayed by agents |
snapcall_moderated | Indicates that the media is unsafe for use due to the presence of content like violence, sexual material, and similar elements. |
snapcall_stock | Indicates that the media has been flagged as taken from the web and not genuinely recorded by the end user |
snapcall_not_stock | Indicates that the media has been genuinely recorded by the end user and not downloaded from the web |