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Tags classify your contacts so the team can understand each case at a glance, filter the inbox and segment campaigns. In a conversation, tags belong to the contact: what you apply stays on the contact after the conversation is closed and shows up in all of their conversations.

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What tags are for

Use tags for contact characteristics. To track which stage a process is in, use Pipelines. Stages should not become tags.

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Apply tags in a conversation

1

Open the information panel

In the conversation, click the contact’s name at the top or the side panel button (Conversation Information). The Information panel opens.
2

Go to the Contact tab

In the Contact tab, scroll to the Tags section.
3

Click +

The button is next to the Tags heading. Use Search tags… to find the tag.
4

Choose the tag

Click the tag. It appears right away on the contact and in the conversation list. Repeat to apply more.
To remove a tag, hover over it and click the X. When the contact has no tags, the section shows No tags assigned.

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Where tags appear

  • In the conversation list, below the name and the last message, in each tag’s color.
  • On Pipeline cards, next to the contact’s deal.
  • On the contact record, in Contacts.

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Filter the inbox by tag

1

Open the filters

In the conversation list, click Filters. The More filters panel opens.
2

Choose Tags

In the Tags tab, use Search tags… and select one or more tags.
3

Close the panel

Changes are applied when you close the panel. To remove the filter, click Clear.

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Tags applied by the AI agent

The AI agent can classify the contact on its own with the Add Tag and Remove Tag skills. For example: apply “Hot lead” when the customer asks for a quote, or remove “Overdue” when they confirm payment. That way the team can use the filter to find the contacts the AI qualified. Configure skills →

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Who creates tags

Tags are created in Settings, under Tags, with a name, description, color and availability: Available for all teams or Select specific teams. Tags restricted to some teams are only available to those teams. Only Administrators and Managers can manage global tags. Create tags → · Manage contact tags →

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Best practices

  • Agree with the team on a short list of tags and what each one means.
  • Before closing the conversation, review the contact’s tags. Remove the ones that no longer apply.
  • Avoid duplicate tags with similar names, such as “VIP” and “VIP customer”.
  • Use colors to group tags of the same kind, for example green for interest and red for attention.

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Next steps

Create tags

Set up the tags for your account.

Campaigns

Use tags to segment bulk sends.