9. Use contact tags

Tags give your team a quick way to recognise and find groups of contacts, such as “Repairs” or “Wholesale”. They are shared across the business.

Use a tag for a category. Use a contact attribute for a structured value, such as a renewal date or service plan.

Tag definitions

An admin opens Settings → Tags to create, rename or delete tag definitions. Choose a short, consistent name and the offered colour. Avoid creating near duplicates such as “VIP” and “V.I.P.” unless they mean different things.

Changes to a tag definition affect every place it is used:

• Rename: updates the shared label.
• Delete: removes the tag and its associations, but keeps the contacts.

Contacts and conversations use the same tag definitions. Applying a tag to a contact does not also apply it to that contact's conversations.

Contact tagging

1. Open a contact's panel.
2. Select the intended values in Tags.
3. Select Save.
4. To remove a label, remove it from the selection and save again.

Contacts also offers bulk tag actions for a selected set of records. Check your filters and selection before applying a bulk change. The current product does not import tags through a contact-file import, because contact import is not available.

Filtering

Use the Contacts tag filter to find records with a label. Combine it with other available contact filters for a focused view. This is an on-screen filter, not a saved segment or an automation rule.

Assignment and reports

Tags do not configure automatic routing. Workspace Round-robin auto-assignment uses eligible online members, not tag rules. Assign a conversation manually when a category needs a particular person.

Tag reporting

Reports By tag counts conversation tags. Tagging a contact does not by itself place all of their conversations in that report category. A conversation with several tags can appear in several tag rows, so their counts need not sum to the number of conversations.

Related guides: Assignment, Attributes, Conversations report.