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Tags classify contacts and conversations. With them you filter the inbox, segment campaigns, filter Pipeline boards, and let the AI agent label each customer automatically during the conversation. In the interface, the feature appears as Tags.
A tag can be applied to the contact or to the conversation. Contact tags describe who the person is and stay with them across all conversations. Conversation tags describe that specific conversation.

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Where tags are used

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Who can create and manage tags

To edit or delete a tag restricted to teams, you must belong to all of its teams. Otherwise, the buttons are disabled with the note You need access to all teams of this tag to manage it.

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Create a tag

1

Open Tags

In the side menu, click Tags. The Manage Tags page lists the existing tags.
2

Click Add Tag

The button is in the top-right corner of the page.
3

Fill in the fields

4

Save

Click Create Tag. BluBash confirms with Tag created successfully!
In the list, the Teams column shows the tag’s teams or the Global badge. The other columns are Name, Description, Color, Created at, and Actions. Use Search tags… to find a tag.

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Edit or delete

  • Edit: click Edit on the tag’s row, adjust the fields, and click Save Changes.
  • Delete: click Delete and confirm with Delete Tag.
When you delete a tag, it is removed from all contacts and conversations where it was applied. This cannot be undone. First review the campaigns and AI agent skills that use the tag.

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Tags and the AI agent

The AI agent can apply and remove tags on its own, based on what the customer says: Create the tag before configuring the skill, because the skill points to an existing tag. Describe in the skill when the agent should use it. See Configure skills →.
Connect both ends: the AI agent tags contacts during conversations and, later, you use those tags to build a campaign audience or filter a Pipeline board.

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Tag ideas

Customer type

Individual, Company, Distributor, Reseller

Source

Referral, Instagram, Website, Event

Relationship status

Active customer, Inactive customer, Former customer

Interest

Product A, Technical support, Consulting

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Best practices

  • Define a naming pattern, such as “Source: Instagram” and “Interest: Product A”, so the list stays easy to read.
  • Use colors by category: one color for source, another for status, another for interest.
  • Avoid tags for information that already lives elsewhere. Deal stage belongs in the Pipeline; ownership belongs in contact ownership.
  • Restrict to specific teams the tags that only make sense for one area.
  • Review the list regularly and remove duplicates.

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Next steps

Use tags in conversations

Apply tags during conversations.

Manage contact tags

Organize contacts with tags.

Configure skills

Let the AI agent apply tags.

Create a campaign

Segment the audience by tags.