Segments and Tags

Contact tags let you group users into meaningful segments - VIP customers, beta testers, churned users, enterprise accounts - and then use those segments anywhere in Convot.

Adding tags to a contact

You can add tags from two places:

• Contact profile page: click the tag picker in the profile’s Tags section.
• Contact sidebar in a conversation: the sidebar shows the contact’s tags with an inline picker.

Creating tags

Tags are organization-level. Go to Settings → Tags to create and manage them. Each tag has:

• A name (normalized to lowercase-hyphenated form, e.g., “VIP Customer” becomes “vip-customer”).
• A color from a fixed palette.
• A scope: contact-only, conversation-only, or both.

Tags scoped to “contact” or “both” appear on contact profiles and in contact filters. Tags scoped to “conversation” or “both” appear on conversations.

Filtering contacts by tag

In the Contacts page, use the filter to narrow by tag. For example, filter to tag = vip to see all your VIP customers in one list.

Filtering the inbox by contact tag

In the inbox conversation list, open the filter menu and use the Contact tag filter to show only conversations from contacts who carry a specific tag.

Routing rules and contact tags

In a routing rule, you can add a Contact tag condition: if the contact’s tag matches, the rule fires. For example:

• Condition: contact has tag enterprise
• Action: assign to the senior agent

This lets you route your most important customers to your best agents automatically. See Auto-assign rules.

Removing a tag

Click the tag in the picker and deselect it. The tag is removed from the contact but still exists in your organization’s tag library.

Tags vs. custom data

Tags are categorical labels: present or absent. Custom data is structured key-value data for specific values like plan names or counts. Use tags when you need to answer “is this contact in group X?” - use custom data when you need “what is this contact’s plan/order count/store?”