Tags are a great way to conveniently organize both your contacts and your conversations.
In this doc, we'll cover
- locating tags in your account
- differentiating contact vs. conversation tags
- where they can be applied
- segmenting on contact tags
- things to note
Tags are a feature of all of our plans.
You can locate your tags in your settings by going to Settings > App Settings > Conversations > Tags, or by clicking here.
Here you can add new contact tags or conversation tags by clicking the Create new tag button under the corresponding column.
Contact tags vs. Conversation tags
Contact tags are tags that are associated with a person. Contact tags are used to surface important information in the conversations view and allow you to segment your database in Drift by hand-applied tags. You can apply a contact tag from any contact’s profile page.
Conversation tags are tags that are associated with a conversation. Conversation tags are used to label a conversation under a specific topic so you can follow-up and count the number conversations associated with a topic. You can apply a conversation tag from any conversation page in Drift by clicking the little tag icon in your chat box.
How to Add Tags
Adding contact tags can be done by editing the Tags field in the contact sidebar within the conversation view.
You can add conversation tags in two ways - automatically through the bot flow and manually in the conversation view.
In the bot flow:
Click on any response node to add tags to conversations automatically!
Adding conversation tags manually:
Use the gift tag icon to add a conversation tag from within the conversation view!
Filter Conversations and Contacts by Tags
In your contacts tab in Drift, you can filter contacts by tags by clicking on "Create a filter," and filtering by tags. Currently, you can only segment based on contact tags.
To filter conversations by tags in your inbox, click the status drop down and select "Custom Filter," choose your tag and apply.
Things to Note
We currently do not offer the ability to create segments based on conversation tags.
Contact Tags cannot be applied in a Playbook. If you would like to apply tags using a Playbook, we recommend using attributes. For more on attributes, please check out this doc.