📖How to add tags to contacts

Introduction

Contact Tagging allows you to assign tags to your contacts, enabling a more organised, personalised, and efficient way to manage customer interactions.

This feature is designed for agents, admins, sales representatives, and marketing teams looking to enhance their customer engagement and management strategies.

• Agents can tag contacts during conversations for better context in future interactions.

• Sales representatives can perform bulk tagging for efficient contact management.

• Marketing professionals can use tags to filter contacts for targeted campaign lists.

Why is it useful?

• Enhanced contact categorization and personalization.

• Streamlined operations with tagging capabilities.

• Improved contact sorting and accessibility through reports.

• Maintained tag integrity and consistency across the organization.

Workflow Overview

Tag application is possible via:

1. Tickets' Section

2. Contact Tags

3. Contact Section

Applying Tags through “Tickets” section:

1. Navigate to Tickets section and open the desired conversation

   
2. Click on the "Contact name" available at the top, which should open the contact card.

   
3. Click on + icon right next to "Contact Tags"

4. Choose required tag/s from the pop-up (these get saved even if you directly close the pop-up)

   

Applying Tags through contact card

1. Navigate to Tickets section and open the desired conversation

2. Click on the contact name at the top which should open the Contact Card

3. Click on + icon right next to "Contact Tags"

4. Choose required tag/s from the pop-up (these get saved even if you directly close the pop-up)

Applying tags through “Contacts” section

FAQ:

1. Can I create multi-level contact tags?

   Yes, while creating the tags you can select the “group” and “sub-group” to create multi-level tags.

2. Can I filter tickets using contact tags in the “Tickets” section?

   No, contact tags are a property of the contact/user not the ticket.

3. How can I get the data of contact tags in a report format? Navigate to the “Contacts” section in the CRM and use the “Download Data” CTA to get a CSV containing data associated with your contacts