Contact Tags

Contact tags label the people who message you, like VIP, Hot lead or Trial user, so your team sees who they are in every conversation. They are different from message tags, which label a single message: a DM, comment, review or any other item in an Engage conversation.

Who Can Use Contact Tags?

Contact tags are available on the Standard, Premium and Enterprise plans.

Tag limit: Your organization can have up to 10,000 tags.

A tag is either global (all spaces) or limited to one space. Only owners and admins of the space can create tags for it, and anyone in that space can add its tags to contacts. You create tags in Settings → Tags.

Statusbrew comes with some predefined contact tags, and you can create your own.

Contact Tags Vs Message Tags

Engage views and filters use message tags. If you add a tag to the contact when you meant to tag the message, a view filtered by that tag comes up empty.

• Contact tags: Describe the person, based on their relationship, behavior or history with your brand. They stay on the contact across every conversation, so anyone on your team picking up a new conversation with that person sees the context. Example: a "Hot leads" tag so your most promising leads get a fast reply.

• Message tags: Describe one message (a DM, comment or review) and what it is about, such as "Support issue", "Product feedback" or "Sales inquiry". They help you sort, filter and report on conversations by topic or urgency. Message tags used to be called conversation tags.

Learn more about message tags in Internal Tags.

How Do I Tell Contact Tags And Message Tags Apart In Engage?

Statusbrew shows the two kinds of tag in different places, with different names, so you always know which one you are adding.

• Contact tags: In Contact details, in the Contact tags field. A note under it explains that contact tags describe the person, not the conversation, and that views match message tags.

• Message tags: On the message itself. Hover over a message and click Tag message to add one. The tags sit under the message, in a Message tags row.

You can also hover over a contact's avatar in the conversation to see their contact tags and add or remove them.

How Do I Create A Contact Tag?

1. Go to Settings → Tags.

2. Click Add tag.

3. Give the tag a Name (up to 32 characters).

4. Add a Description (up to 256 characters) that says when to use the tag. Everyone in the space sees it when they apply tags.

5. To make it a child tag, pick a Parent tag from the dropdown.

6. Under Visibility & Availability, choose a Scope: Global for all spaces, or Space for a specific space.

7. Under Available in, select Contact. Also select Publish and Engage if you want the same tag there.

8. Pick a tag color under Select color.

9. Click Create.

While you create the tag, a preview shows its name, color and any parent or child tags.

How Do I Add Contact Tags To A Contact?

1. Go to Engage and open a conversation with the person.

2. In Contact details, find the Contact tags field and click Add contact tags. The Tag contact dialog opens.

3. Check one or more tags. Use the Search bar or pick from Frequently used.

4. Click Update.

You can also open Contact details by clicking any contact in Engage or in Contacts.

Hover over an applied tag to see its name, who added it and how long ago.

How Do I Remove A Contact Tag?

1. Open the contact's Contact details.

2. Click the (Remove tag) x on the tag.

Removing a tag from a contact doesn't delete the tag. It stays available for other contacts.

How Do I Tag Contacts Automatically?

Rules add tags to contacts for you. For example, tag people as Partnership Inquiry when their messages contain "partnership", "collaboration" or "affiliate".

1. Go to Engage → Rules and click Add new rule, then Create Manually.

2. Select the Data sources.

3. Choose a Trigger type, such as Message received.

4. Click Add condition and set your filters.

5. Click Add a new action → Add tags to contact and choose the tags.

6. Click Save.

Pick Add tags to contact to tag the person. The Add tags action tags the message instead.

You can also build rules on top of contact tags. For example, send a Slack alert to your sales channel when a contact tagged VIP sends a new message.

How Do I Find Contacts With A Specific Tag?

Go to Engage → Contacts, click Add filter and choose Contact Tag to pull up everyone with that tag.

Which Contact Tags Should I Create?

• Premium customers: Your highest-paying customers. Reply to them first to keep them happy.

• Trial users: People testing your product. A fast reply shows them what your support is like.

• High-potential leads: Prospects close to buying. Tagging them gets them your sales team's attention and shortens the sales cycle.

FAQs

Why Is My Engage View Empty After I Tagged The Contact?

Engage views filter on message tags. Tagging the contact doesn't tag their messages. Open the conversation, hover over the message and click Tag message instead.

What Is The Difference Between A Contact Tag And A Message Tag?

A contact tag describes the person, like "VIP" or "Hot lead", and stays with them across every conversation. A message tag describes one message, like "Refund request", and is what Engage views filter on.

How Do I Know Which Kind Of Tag I'm Adding?

Check where you are. The Contact tags field in Contact details tags the person. Tag message, when you hover over a message, tags that message.

Can I Use The Same Tag For Contacts And Messages?

Yes. When you create or edit the tag in Settings → Tags, select Contact, Publish and Engage under Available in. Each use is still separate: adding it to a contact doesn't add it to their messages.

Do Contact Tags Stay On A Contact After A Conversation Is Closed?

Yes. Contact tags stay on the contact across all their conversations until someone removes them.

Can I See Who Removed A Contact Tag?

No. Statusbrew doesn't keep a log of when a contact tag was removed or who removed it. Statusbrew never removes contact tags on its own. If tags are disappearing, check your Engage rules and workflows for a Remove tags from contact action.

How Many Contact Tags Can I Create?

Your organization can have up to 10,000 tags. When you reach the maximum, you'll see a message asking you to contact support. Anything you already have above a limit is kept, but you can't add more until you are under it.