Tags are used to categorise chats for reporting purposes.
Manager users with Settings permissions can create new tags from the “Edit tags” field in room settings (Settings → Rooms → Choose room). When tags have been added and the settings are saved, the tags can be used by your chat agents in chat conversations ("Tagging conversations").
When tags have been created and used, you can use the reporting to understand how many chats have been marked with each tag. For more info on monitoring tags, check out "How do I monitor tags?"
Looking for ideas on what tags to use?
Think about your goal with the chat and create tags around that (examples: #lead #product inquiry). You can also use tags to keep track of the outcomes of your chats and measure resolution rates with tags like #solved in chat and #needs follow-up.