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Tag a user by user's type, situation, status, etc for better management.
In your workspace, go "Tags" from the left sidebar.
You can also create tag by just typing in a new tag name and click it wherever you add tag.
And now the new tag is created, you can view all tags via the main tag display 'as shown below'
In the Action step, click "Flow Actions", then you can see "Add Tag" and "Remove Tag" options.
You can also manually add / remove / check tag for each user in "Live Chat" from the left sidebar.