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Tags Management
TL;DR:
- Tags are binary user labels (like "lead", "customer", or "VIP") used to segment your audience and automate bot flows.
- Built-in Tags (Presets): Common lifecycle, support, and billing tags available in every workspace. Their keys are fixed (e.g.,
T_lead,T_customer) and they cannot be renamed or deleted. - Custom Tags: User-defined labels created in Workspace Settings → Catalog → Tags. They have randomly generated keys (e.g.,
T_TKUDfCwp), and their labels/colors can be updated or deleted. - CRM & Automation: Apply tags with the Actions Node, check them with the Condition Node, and use them to target Broadcasts or filter users in the CRM.
Who this is for
- Marketing Managers targeting broadcast lists.
- Support Teams flagging users requiring human assistance.
- Bot Designers routing user progress through scenarios using tags.
What you will learn
- The difference between Built-in Tags and Custom Tags.
- How to create, edit, archive, and delete custom tags.
- Naming rules, keys vs. labels, and scenario integration.
Overview
Unlike fields or variables (which store specific dynamic values like a name or score), tags are binary: a user either has the tag or they do not. The platform supports two types of tags:
- Built-in Tags (Presets): Pre-configured tags for standard marketing, billing, lifecycle, and support states.
- Custom Tags: Unique tags you define to fit your specific business processes.
System Key vs. Label
Every tag has two parts:
- System Key: A unique, permanent identifier starting with
T_(e.g.,T_customerorT_TKUDfCwp). This key is used behind the scenes in scenario logic, conditions, and API payloads. It never changes, ensuring that your automated flows do not break. - Label: The human-readable name displayed in the UI (e.g., "VIP Customer", "Lead"). Labels are editable for custom tags to keep your workspace neat.
Built-in Tags (Presets)
Every workspace comes pre-loaded with a set of standard tags. These built-in tags cannot be modified, archived, or deleted, ensuring system-level integrations and default bot templates always function reliably.
| Key | Label | Color | Category | Intended Use Case / Trigger |
|---|---|---|---|---|
T_lead | Lead | Blue | Sales | Potential customer who submitted contact details or requested info. |
T_hot_lead | Hot Lead | Rose | Sales | High-intent prospect (e.g., visited checkout, requested pricing). |
T_booked_call | Booked Call | Indigo | Sales | User has successfully booked a consultation or meeting slot. |
T_customer | Customer | Green | Lifecycle | User has completed at least one transaction/purchase. |
T_vip | VIP | Indigo | Lifecycle | High-value customer eligible for premium support or exclusive offers. |
T_churned | Churned | Red | Lifecycle | Inactive customer who has cancelled and stopped using the bot/service. |
T_cancelled | Cancelled | Orange | Lifecycle | User cancelled their subscription but remains active until period ends. |
T_needs_reply | Needs Reply | Amber | Support | Customer has sent an inquiry that is awaiting a manual agent reply. |
T_needs_human_support | Needs Human Support | Orange | Support | Bot was unable to answer; user is routed to a human operator queue. |
T_support_resolved | Support Resolved | Emerald | Support | A human support interaction has been successfully completed. |
T_not_now | Not Now | Gray | Engagement | User declined a promotion or asked to pause outreach messages. |
T_paid_user | Paid User | Purple | Billing | Active premium/paid subscription tier. |
T_trial | Trial | Violet | Billing | Active trial period. |
T_past_due | Past Due | Yellow | Billing | Subscription payment failed (e.g., card declined, awaiting retry). |
T_refunded | Refunded | Amber | Billing | User received a payment refund. |
Custom Tags
If the built-in presets do not cover your use case, you can create custom tags.
Characteristics:
- Keys: Randomly generated by the system (e.g.,
T_TKUDfCwp) when created. - Customizable: You can edit the label and choose from a selection of visual colors (e.g., Blue, Rose, Emerald, Purple) to make them stand out in the CRM.
- Lifecycle:
- Archive/Restore: You can archive unused custom tags to hide them from dropdown lists without deleting historical user data.
- Deletion: A custom tag can be deleted entirely, but only if it is not currently referenced in any published scenario.
How to Manage Custom Tags
Creating a Custom Tag
- Go to Workspace Settings → Catalog → Tags.
- Click the Create Tag button in the header.
- Input a clear Label (e.g.,
Newsletter Subscriber). - Select a Color for the CRM badge.
- Click Save. The system will generate a permanent System Key (e.g.,
T_TKUDfCwp).
Editing a Custom Tag
- In the Tags Catalog table, locate your custom tag and click Edit.
- You can change the Label and Color. The System Key is read-only and cannot be changed.
Archiving and Restoring
- Click Archive on a tag to hide it from selection dropdowns.
- To view archived tags, use the filter dropdown in the Tags Catalog. Click Restore to make them active again.
Deleting a Tag
- To delete a custom tag permanently, click Delete.
- Data Safety Gate: If the tag is used in any active/published scenario flow, the deletion will fail with a notice showing which scenarios still reference it. You must remove the tag from those scenario nodes before deleting it.
Using Tags in Scenarios
Tags are fully integrated into the visual scenario builder.
1. Applying or Removing Tags
Use the Actions Node in the editor:
- Add Tag: Select the tag from the dropdown list. When a user reaches this node, they are marked with the tag.
- Remove Tag: Clears the tag from the user.
2. Checking Tags for Branching Flow
Use the Condition Node:
- Create a rule and select your tag.
- You can route users down different paths based on whether they Have Tag or Do Not Have Tag.
- Multiple tag checks can be combined using
any(OR) orall(AND) logic.
Best Practices
- Check Presets First: Before creating a custom tag, see if one of the Built-in Tags (like
T_leadorT_needs_human_support) fits your needs. This keeps your catalog clean. - Consistent Casing: When creating custom tag labels, use clear naming conventions (e.g.,
Event: Webinar 2026,Segment: High Score). - Use Session Variables for Temporary Flags: If you only need to store a temporary flag during a single scenario execution (and don't need to filter by it in the CRM or broadcasts), use a Session Variable (
var.my_flag) instead of creating a permanent tag.
FAQ
Q: Can a user have multiple tags?
A: Yes, a user can have any number of tags simultaneously.Q: What happens if I rename a tag label?
A: The label updates instantly across the CRM and scenario editor UI. Since your scenario nodes refer to the immutable System Key, your bots will continue to work perfectly.Q: Can I use tags to filter broadcasts?
A: Yes. When creating a Broadcast, you can filter your target audience by specifying which tags a user must have or must not have.