Contact Tags and Segments

Organizing Contacts with Tags and Segments

Tags and segments help you slice your contact list for targeted campaigns, automation, and routing. Here's how to use both effectively.

Tags

Tags are simple labels you apply to contacts. A contact can have multiple tags.

Creating Tags:

1.Go to Contacts → Tags → Manage Tags

2.Click + New Tag

3.Name the tag (e.g., "VIP", "Hot Lead", "Churned") and pick a color

Applying Tags:

•Manually from a contact's profile: Click Add Tag

•Bulk: Select multiple contacts → Actions → Add Tag

•Automatically via Automation → when a chatbot action fires or a trigger matches

Common Tag Strategies:

•Customer lifecycle: lead, trial, paid, churned

•Behavior-based: clicked-link, viewed-pricing, abandoned-cart

•Segmentation: city-mumbai, language-hindi, plan-pro

Segments

Segments are dynamic filters based on contact properties and behavior. Unlike tags, segments update automatically as contacts meet or leave the criteria.

Creating a Segment:

1.Go to Contacts → Segments → New Segment

2.Name the segment

3.Add filter conditions:

- Tag is/isn't - Last message was within/after X days - Custom field equals/contains - Conversation count greater than - Campaign was/wasn't opened

4.Save

Example Segments:

•Hot Leads: Tag = "lead" AND last message within 7 days

•At-Risk Customers: Tag = "paid" AND last message older than 30 days

•Hindi Speakers: Language = "Hindi" AND Tag = "active"

Using Tags and Segments in Campaigns

When creating a campaign, select Segment or Tag as the audience filter. This ensures your message reaches exactly the right contacts.