How to Create and Manage Tags

Tags are color-coded labels you apply to customers to categorize and organize them. Unlike folders, a single customer can have multiple tags — making them perfect for flexible organization.

Why use tags:

• Organization: Group related customers (e.g., "VIP", "billing issue", "technical")
• Filtering: Quickly find all customers with a specific tag in the sidebar
• Context: See at a glance what category a customer falls into
• Team-wide: Tags are shared across your workspace for consistent categorization

Tag groups: Tags can be organized into collapsible groups. For example, a "Priority" group with "Low", "Medium", "High" tags, and a "Department" group with "Support", "Sales", "Billing" tags. Groups make the tag list easier to navigate.

You can create tags directly from the customer sidebar or from the tag management area.

Creating a tag:

1. Click the tag icon or "Add Tag" in a customer's profile
2. Type a name for your new tag (e.g., "VIP", "urgent", "billing")
3. Choose a color — this helps visually distinguish tags at a glance
4. Optionally assign it to a tag group

Tag naming tips:

• Keep names short so they display well in the UI
• Use consistent naming conventions ("billing" not sometimes "billing" and sometimes "payment")
• Common categories: issue type, priority, department, customer type, lifecycle stage

Tag colors: Choose colors that convey meaning at a glance:

• Red for urgent or high-priority tags
• Green for resolved or positive tags
• Blue for informational tags
• Yellow for pending or follow-up tags

Creating tag groups: Tag groups let you organize related tags together. Create a group first, then assign tags to it. Groups are collapsible in the sidebar, keeping the interface clean.

Once you've created tags, apply them to customers from the conversation view or customer list.

From conversation view: When viewing a customer's conversation, you'll see a tags section in the sidebar. Click to add or remove tags.

From customer details: Open a customer's profile and use the tag selector to add or remove tags. You can search through existing tags or create new ones on the fly.

Best practices:

• Be consistent: Agree with your team on when to use each tag
• Don't over-tag: 2-4 tags per customer is usually enough
• Update tags: Remove outdated tags when a customer's situation changes

Tags become powerful when you use them to filter your customer list and find specific groups quickly.

Sidebar filtering: In the customer list sidebar, you'll see your tags and tag groups. Click on a tag to filter the list to show only customers with that tag.

Using filters effectively:

• Click a tag in the sidebar to see all customers with that tag
• Use the search bar alongside tag filters for more specific results
• Combine tags with other filters like conversation status or platform

Managing your tag system: Periodically review your tags. Delete unused ones and rename tags for clarity. A clean tag system is more useful than a cluttered one with dozens of rarely-used tags.

Success indicator: When you can instantly find all "VIP" customers or all customers with "billing" issues in one click — and your team uses tags consistently — your tag system is working well.