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.
Note: Contact Tags are available in Standard, Premium and Enterprise plans. See full pricing details.
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?
Go to Settings.
Select Tags. The Tags window will open, where you can see all the tags created and manage them.
Click Add tag.
Give a Name to the tag (up to 32 characters).
You can also change the icon.
Add a tag Description (up to 255 characters) to provide context for when the tag should be used. Descriptions are visible to organization members when they apply tags.
Select Contact in Available In. You can also select Publish & Engage, if you want to use the same tags there as well.
Select the Parent tag from the dropdown if you are creating a child tag.
Open the Additional options by clicking and select tag color.
Click Create.
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.
Go to Engage.
From the Contact details section, you will be able to see the already applied tags in the Tags field. Click Add tags to new apply tag(s). The Add tags dialog box will open.
Check the box next to one or more tags to apply them. You can also use the Search bar to quickly find the tags or select one from the Frequently used section.
Once you’ve selected the desired tag(s), click Update.
When you hover over a tag, tooltip will appear showing the tag name, the user who added the tag, and how long ago it was added.
To remove the tag, hover over the tag and select (Remove tag).
Clicking on any contact in Engage or CRM will open Contact details to add or manage tags of that contact.
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.
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.