Customer context: A customer wants to know if they can customize tags based on their business needs within LiveAgent.
Customer: Are the tags predefined or can I customize them?
Answer: You can fully customize the tags based on your business use case. Also, you are able to decide which ones are public and which are only visible to your agents. You can customize them by navigating to Configuration --> Automation --> Tags. For more information regarding tags you can check our tutorial here: https://support.liveagent.com/313380-Tags.