Using tags to organize contacts

Tags are labels you attach to contacts for easy filtering, segmentation, and campaign targeting.

Adding tags to a contact

From the contact detail

1. Open a contact
2. Find the Tags section in the right panel
3. Click "Add Tag"
4. Type a tag name (e.g., "vip", "new-lead", "support-issue")
5. Press Enter — the tag is added instantly

From the chat view

1. While in a conversation, look at the right panel
2. Click the tags area
3. Add or remove tags

Bulk tagging

1. Go to Contacts list
2. Select multiple contacts (checkboxes)
3. Click "Add Tag" in the toolbar
4. Enter the tag name
5. Applied to all selected contacts

Removing tags

1. Open the contact
2. Click the X next to the tag you want to remove

Filtering by tags

In the contacts list:

1. Use the search/filter bar
2. Type or select a tag
3. Only contacts with that tag are shown

Tag naming best practices

Tips:

• Use lowercase with hyphens
• Keep tags short and specific
• Use prefixes for categories: source-, interest-, status-
• Don't create too many — aim for 20-30 meaningful tags

Common tag strategies

By source

• source-website
• source-ad-facebook
• source-referral
• source-event

By interest

• interest-product-a
• interest-enterprise
• interest-demo

By status

• status-hot-lead
• status-follow-up
• status-closed-won
• status-churned

Using tags with segments

Tags are powerful when combined with segments:

• Create a segment: "Tag contains vip AND last message within 7 days" = Active VIP customers
• Use this segment for targeted campaigns

Managing tags

Go to Settings → Tags to:

• View all tags in your organization
• See how many contacts have each tag
• Delete unused tags
• Rename tags (updates all contacts)