Contact Tags
Statusbrew lets you segment contacts and organize them based on specific criteria to help you tailor your responses, prioritize key interactions, and understand their stage in the sales or marketing funnel.
If you're working with tags for the first time in Statusbrew, we recommend also exploring Internal Tags.
We recommend creating a tag for every key group of users you'd like to keep track of, for example, trial users, repeat buyers, hot leads, follow-up customers, or inactive customers.
Statusbrew comes with some predefined contact tags.
Contact Tags Vs Conversation Tags
Contact Tags and Conversation Tags serve different purposes within Statusbrew:
Contact Tags
These are used to categorize individual users or groups of users based on their relationship, behavior, or interaction history with your brand. Contact tags provide a broader understanding of a customer's profile. These tags remain added to the user's profile across different conversations to provide context for future interactions.
For example, to improve response times for high-potential clients, you can create and use a “Hot leads” tag so that conversations from your most promising leads receive prompt attention, leading to faster deal closures and improved conversion rates
These tags stick with the user across multiple conversations and help to maintain a consistent understanding of their relationship with your brand for all team members.
Conversation Tags
These are applied to specific conversations, focusing on the context of a particular conversation. Conversation tags are more situational and time-bound, such as "support issue," "product feedback," or "sales inquiry." They help organize and manage conversations based on topics or urgency.
Contact tags are also visible when you hover over the avatar in the conversation space. The avatar of the contact appears with (Tag) next to it, indicating that the contact has been tagged. You can also add or remove tags and see who and when added the tag by hovering over it. You can also filter contacts by tags in CRM.
How To Create Contact Tags?
From the Statusbrew dashboard, go to Settings.
Select Tags.
Click Add tag.
Give a name to the tag.
Click Update.
You can also do the following:
Add a Description up to 255 characters.
Select Color.
Select the Parent tag from the dropdown if you are creating a child tag.
While creating tags, a preview of the tag is displayed, including the tag name, color, and any associated parent or child tag hierarchy.
How To Add Contact Tags?
Contact Sidebar allows you to add tags to your contacts.
From the Statusbrew dashboard, go to Engage.
From the Contact Details, click Add tags under Contact tags section. The Add tags dialog box will open.
Click the checkbox next to the tag you want to add. You can also use the search bar to search for tags.
Click Update.
The Contact tag will be displayed in the Contact tags section. Hover over the tag to see when was the tag added and by whom.
To remove the tag, hover over the tag and select (Remove tag).
From the Add tags dialog box, you can also create tags by clicking Create tag.
How To Auto Tag Contacts?
Statusbrew's Rule Engine lets you automatically add tags to contacts by creating rules. For example, you can set up a rule so that users whose incoming conversations contain keywords like "partnership," "collaboration," or "affiliate" are automatically tagged as Partnership Inquiry.
From the Statusbrew dashboard, go to the Rule Engine and click Add New Rule.
Select the relevant Data sources.
Define a Trigger type, such as Message received for all incoming conversations.
Click Add condition, and apply the appropriate Filters.
Select Actions by clicking Add a new action > Add tags to contact and choose the desired tag(s).
Click Submit to save and activate the rule.
Using Rule Engine, you can also automate actions for the tagged contacts. For example, set up notifications to send alerts to your sales channel in Slack when an incoming conversation is received from contacts tagged as VIP customers. This will help your sales team respond faster.
Useful Contact Tags To Create
Premium Customers: These are your highest-paying users or those subscribed to your most expensive plans. To ensure their continued satisfaction, prioritize conversations from such users by swiftly responding to their inquiries.
Trial Users: These are potential customers currently testing your product or service. Demonstrate your quick support to such users by swiftly responding to their inquiries.
High-Potential Leads: These are active prospects who are close to converting. Tagging such contacts ensures they receive focused attention from your sales team. This helps increase conversion rates and shorten the sales cycle.