You can use tags to customise Message Channels and FAQs.
1. According to type of user
For example, you can show different types of users different channels. For premium user you can have a message channel called 'Expert Help', which will be displayed only to them when they login. And you can have 'Customer Support' as a channel which will be displayed to other users when they login. 'Expert Help' channel will not be visible to normal users and 'Customer Support' will not be visible to premium users. You can do all this by setting tags to Message Channels and the user type.
2. Based on the page/section they are in
You can also display message channels to users based on the section or page they are on. For example, if the customer is in the 'Returns' page/section, you can use tags to display only message channels related to returns or refunds in that page or section.
3. FAQs by Tags
There are two levels at which filtering can be done - FAQ category and FAQ articles itself by tagging the FAQ category or the specific FAQ article with tags. For example, there's a Payments page on a taxi booking app, instead of showing all the FAQs from other pages as well (say Trips, Bookings, Drivers, etc), with FAQ filtering you can display FAQs only related to payments here.
Note: If there are multiple FAQs then it will be displayed in the form of a list. If there is only one FAQ, that specific FAQ will be displayed directly.
4. Tags for 'Contact Us' button:
You can add tags to the 'Contact Us' button. When a customer clicks on the 'Contact Us' button inside a FAQ or category page of the app (before getting into the Freshchat SDK itself), all message channels will be shown. Instead, if they have to be directed to specific channels, tags can be used on the FAQ list page.
For example, take a food ordering app. A user has clicked on the app category 'Orders' and has some queries about 'Orders'. Instead of him directly speaking to an agent for an oft-asked question, adding tags will direct him to a set of FAQs relating to 'Orders'. It acts as a sieve by filtering out the customers who need direct contact versus the ones that do need to speak to the support team. If the FAQs answer his query, he will not contact the support team, thereby relieving them from a lot of load.