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Tags

What are tags?​

Tags are simple labels you stick on a contact — vip, interested, paid, follow-up, mumbai. Add as many as you like to anyone.

Unlike custom fields, tags don't hold a value. A contact either has the tag or doesn't. That makes them perfect for the quick judgements your team makes every day: this one's hot, this one's a repeat buyer, this one needs a callback.

Once contacts are tagged, you can filter by tag, target a campaign at a tag, and let your chatbot add or remove tags on its own.

How to use it​

Adding a tag to someone​

You can tag a contact from wherever you happen to be:

  • In the inbox — open a chat, and use the contact panel on the right to add a tag while you're talking to them.
  • In Contacts — open any contact and add tags to their profile.
  • In bulk — select several contacts in your list and tag them all at once.
  • Automatically — use the Update Contact block in a flow so your chatbot tags people based on what they say.

Typing a new tag name creates it. There's no need to set tags up in advance.

Using tags to find people​

  • Filter your contact list by one or more tags to see just that group.
  • Filter the inbox to show only chats with a certain tag.
  • Target a campaign at everyone carrying a tag, instead of building a group by hand.

Managing your tags​

Over time, tags get messy — someone types vip, someone else types VIP customer. Tidy them under Settings → Tags.

The page lists every tag in your workspace with how many contacts use it, and a search box to find one quickly.

For each tag you can:

  • Rename — give it a clearer name. Every contact carrying it updates automatically.
  • Merge into — pick another tag to keep. Everyone tagged with this one gets the tag you're keeping, then the original is removed. This is how you fix duplicates like vip and VIP customer.
  • Delete — remove the tag from every contact who has it.
note

Renaming, merging and deleting tags is limited to owners and admins, because it changes data for the whole workspace. Any team member can still add or remove tags on individual contacts. See Roles & Permissions.

Tips & best practices​

  • Agree on names with your team before you start. Tags are free text — follow up, follow-up and Follow Up are three different tags, and they'll split your lists three ways.
  • Lowercase everything. It's the easiest rule for a team to follow and it prevents most duplicates.
  • Tag intent, not facts. Things like city, plan or lead score belong in custom fields, where you can filter on more than yes/no. Tags are best for states: interested, waiting-on-quote, churned.
  • Merge instead of deleting when you're cleaning up. Merging keeps the contacts labelled; deleting loses that information.
  • Check the usage count before deleting. A tag on 400 contacts is probably load-bearing for someone's campaign.
  • Let your bot do the tagging. A flow that tags people by what they picked keeps your data current without anyone remembering to do it.

Frequently asked questions​

How many tags can a contact have?​

There's no practical limit — add as many as are useful. In practice, more than five or six per contact tends to mean some of them should be custom fields.

Does deleting a tag delete the contacts?​

No. It only removes the label. The contacts stay exactly as they were.

Can I undo a merge?​

No. Merging moves everyone onto the tag you're keeping and removes the original, and there's no history to roll back to. Check the usage counts first if you're unsure.

Why do I see two tags that look the same?​

Tags are stored exactly as they were typed, so vip and VIP are separate. Use Merge into to combine them.

Can I tag someone automatically when they message a keyword?​

Yes. Build a flow and use the Update Contact block to add a tag when they say or tap something.

Do tags show up in messages?​

No. Tags are internal — customers never see them.