Organize Your Customers with Tags

Understanding Tags

Tags are colored labels you attach to customers to categorize and identify them at a glance. Unlike notes or conversation history, tags are immediately visible in your customer list—making it easy to prioritize and filter your workload.

Creating Your First Tag

Let's create a tag you'll use every day. Think of something that would help you identify important customers at a glance—like "VIP" or "Follow Up Needed".

Step by step

1. 1
   Open Tags

   Click the Tags icon in the sidebar (the tag icon). You'll see your tag management dashboard with statistics at the top.

2. 2
   Click "Add Tag"

   Every section has its own dashed "Add Tag" button — one inside each group, one in "Ungrouped" at the bottom. Click the one for the section you want the tag to live in.

3. 3
   Enter a name

   Type a clear, descriptive name. Keep it short—you'll see these labels in tight spaces.

4. 4
   Choose a color

   One of the seven presets is picked for you at random. Click a different preset, or the palette icon for any custom color.

5. 5
   Press Enter or click the plus icon

   Your tag is created and ready to use!

Editing and deleting tags

Tag names have to be unique inside your company — reuse one and you get "Tag with this name already exists". To change a name or color, click the tag name to open edit mode. You can:

• Rename the tag — Update the text and press Enter
• Change the color — Click a different color in the picker
• Delete the tag — Click the trash icon, either in edit mode or straight from the tag row, and confirm. The tag comes off every contact that had it.
• Move to a group — Use the dropdown to assign the tag to a group

Organizing with Tag Groups

Once you have more than a handful of tags, groups become essential. They keep your tag list organized and make it faster to find the right tag when categorizing customers.

Creating a tag group

1. 1
   Click "Add Group"

   At the bottom of the Tags page, click the dashed button with a folder icon.

2. 2
   Name your group

   Choose something descriptive like "Priority Level", "Customer Type", or "Product Interest".

3. 3
   Pick a group color

   The group color shows as a dot in the group header and as the left edge of every badge for a tag in that group, so the group is readable wherever the tag appears.

4. 4
   Press Enter or click the check icon

   Your group is created with its own collapsible section.

Moving tags into groups

There are two ways to add tags to a group:

Renaming and deleting a group

The button on the right of a group header is labelled "Edit Tag", but it edits the group: the header turns into a row where you can rename it, change its color, or delete it.

Empty the group before you delete it. Move its tags to another group or to "No group" first, or delete them. A group that still holds tags refuses to delete and the page reports "Failed to delete group".

Collapsing groups

Click the arrow next to any group name to collapse or expand it. This keeps your view tidy when you have many groups. Collapsing lasts for the current session — reload the page and every group is expanded again.

Assigning Tags to Customers

Tags are most powerful when they're on your customers. Here's how to tag customers during your daily workflow.

From the conversation view

1. 1
   Open a conversation

   Click on any customer in your inbox to view their conversation.

2. 2
   Look for the tags row

   The Details panel opens with a tag icon and the contact's current tags. If your company has no tags yet, that row reads "Create your first tag" and links to the Tags page.

3. 3
   Click the tag icon

   The icon carries a small plus. Clicking it opens a "Select group" list.

4. 4
   Select a group, then a tag

   Click a group to see its tags, then click the tag to apply it. Only groups that still hold a tag this contact doesn't have are listed, and "Ungrouped" appears at the bottom when it has one.

Removing tags

Click the X on a tag badge in the Details panel. The tag comes off that contact right away and stays in your library for everyone else.

Tagging from the contact list

You don't have to open a conversation. Right-click a contact in the list, hover Tags, then a group: every tag in it is a checkbox. Ticking adds the tag, unticking removes it, and you can work down a list of contacts without leaving the inbox.

Tags in the contact list

Tags show as badges under each contact name, each one reading group then tag ("priority vip"), colored by the group on the left and the tag on the right. That's enough to spot VIPs or billing issues without opening anything.

Filtering by Tags

The real power of tags comes when you need to focus on a specific group of customers. Filtering lets you see only the conversations that matter right now.

Filtering from the Tags page

1. 1
   Go to Tags

   Open the Tags page from the sidebar.

2. 2
   Find the tag you want to filter by

   Each tag shows a customer count next to it—this tells you how many customers have that tag.

3. 3
   Click the external link icon

   "View customers with this tag" takes you to the inbox filtered to that one tag, replacing any tag filter you already had applied.

Filtering from the inbox

You can also filter directly from your inbox:

1. 1
   Open the filter panel

   Click the sliders icon to the right of the contact search box. Tags sit at the bottom of the panel, under Assignment, Platform and Priority.

2. 2
   Tick one or more tags, then click Apply

   Nothing changes until you click Apply — close the panel without it and your ticks are dropped. Several tags match any of them, not all.

3. 3
   Clear the filter when done

   The filter button carries a count of everything currently applied. Reopen it, click Clear, then Apply to go back to the full list.

Best Practices & Tips