If your role is Agent or Supervisor Agent, from Live you can easily classify the conversations you receive during customer service by using tags and sub-tags.
In the Settings > Tags section, you will be able to view the available list along with its description. Keep in mind that users with the Agent role will only see those tags that were previously created by Administrators, Supervisors, or Supervisor Agents.
During the conversation, the Tags tab will be enabled in the side panel. There, you just need to click on the corresponding tag or sub-tag according to the topic discussed in the chat.
You can select up to 5 at the same time and also remove the selection if needed.
In the following video, you’ll find the complete process 