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Tags are colored labels that classify contacts by profile, interest, status, or journey stage. They appear on the contact page and in conversations, and they work as filters for campaign audiences.

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What to use tags for

Tags are created in Tags, in the sidebar, by Managers and Administrators. On the contact page you add and remove tags that already exist. See Create tags →.

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Add a tag

1

Open the contact

Click Contacts and then click the contact.
2

Find the Tags section

In About this contact, scroll to the end. The Tags section shows the current tags or No tags assigned.
3

Click +

Click the + button next to Tags. A list opens with the Search tags… field.
4

Choose the tag

Type part of the name or scroll the list and click the tag. It is applied immediately. The list shows only tags the contact does not have yet.
Repeat the process to add more than one tag to the same contact.

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Remove a tag

1

Hover over the tag

In the contact’s Tags section, hover over the tag. An X appears on the right side.
2

Click the X

The tag is removed from the contact immediately.
Every addition and removal is recorded in the contact’s History, as Tag “name” added or Tag “name” removed, with who performed the action.

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Tags applied by the AI agent

In hybrid service, the AI agent classifies contacts during the conversation. This keeps your base organized without depending on your team.
AI agent skills list with Add Tag and Remove Tag
Each skill is configured with one tag and an instruction on when to use it. Create one skill for each tag the agent should manage. Only the Administrator configures AI agents. See Configure skills →.
Combine tags applied by the agent with campaigns. For example, the agent marks annual-plan-interest during the conversation, and later you send a campaign only to that group.

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Where else tags appear

  • Conversations: the same tag can be used to organize conversations. See Tags in conversations →.
  • Contact import: you can map a tags column and apply tags to all imported contacts.
  • Campaigns: the audience step filters contacts by tags.

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Permissions and visibility

A tag can be Available for all teams or limited to specific teams. You see the tags enabled for the teams you belong to.
When you delete a tag in Tags, it is removed from all contacts and conversations where it was applied. This action cannot be undone.

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Best practices

  • Define a short, consistent naming pattern, in lowercase and with hyphens.
  • Use colors by category, for example green for customers and orange for leads.
  • Avoid tags for data that changes often or needs a value, such as a renewal date. Use additional fields for that.
  • Review unused tags periodically.

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Next steps

Create tags

Create tags with color and team scope.

Agent skills

Let the AI agent apply tags.

Additional fields

Store data with values on each contact.

Create a campaign

Send messages to contacts with specific tags.