Add a new tag

`POST /tag`

Request body

The new tag that should be created. The only mandatory parameters are name, refernce and type. If the other parameters are not provided, they will revert to defaults.

idintegerbody

Internal id, e.g. 123

namestringbody

e.g. "Complaint"

fullNamestringbody

The full name when not shown in a tree

parentintegerbody

The id of the parent tag. null if on root level. Can be created to create the tree structure of tags

referenceenumbody

To what this tag can be assigned to Options: ticket, contract, customer

typeenumbody

Type of the tag Options: skill, product, brand, customerProperty, contractProperty, other

visibilityenumbodyDefault: public

Visibility of the tag Options: public, private, disabled

colorenumbodyDefault: grey

Color of the tag. Default is grey Options: grey, green, red, blue, yellow, purple, orange, teal

propertiesenum[]body

An array of strings that specify special properties. Currently only ['defaultSkill'], if this tag should be assigned if no skill was found

complexitystringbody

The complexity of the tag

slanumberbody

SLA in business hours. So if we have business hours from 9-17h, an 8 hour SLA means ticket has to be solved within one day. NULL means no SLA is assigned.

priorityenumbody

If set to anything other than do-not-change, then the ticket priority will be set to this value if the tag was assigned (either manually or via AI) Options: do-not-change, low, medium, high

channelsstring[]body

Channels for which this tag can be detected. If empty or null, then this tag can be assigned to all channels.

subchannelsnumber[]body

Subchannels (=Mailboxes/Chat channels) for which this tag can be detected. If empty or null, then this tag can be assigned to all subchannels.

routingRelevancebooleanbodyDefault: true

If false, this tag is ignored in routing skill-matching filters. Tags used only for reporting or classification should set this to false so they don't block ticket routing.

detectionDetailsobjectbody

Details how the AI agent is detected

assignmentenum[]body

Specifies how this tag is being assigned. The details in the assignment are specified in the settings page of the tag. So for example 'assignBySubchannel', 'assignByCustomLogic' means this tag is auto-assigned for certain subchannels, and using a custom logic defined in an executor.

testCaseobjectbody

Test case for the tag

modifiedBystringbody

The user that last modified the tag

modifiedAtstringbody

The date and time when the tag was last modified

Request Example

{
  "id": 123,
  "name": "Complaint",
  "fullName": "Second Level: Complaint",
  "parent": 6,
  "reference": "ticket",
  "type": "skill",
  "visibility": "public",
  "color": "grey",
  "properties": [],
  "complexity": "moderate",
  "sla": 8,
  "priority": "do-not-change",
  "channels": [
    "email",
    "chat"
  ],
  "subchannels": [
    2,
    4
  ],
  "routingRelevance": true,
  "detectionDetails": null,
  "assignment": [
    "assignBySubchannel",
    "assignByCustomLogic"
  ],
  "testCase": null,
  "modifiedBy": "John Doe",
  "modifiedAt": "2024-08-29 14:38:12"
}

Responses

200 — Tag added successfully

Response Example

{
  "success": true,
  "id": 12345
}

403 — Unauthorized

500 — Internal error