How to Utilize Contact and Conversation Tags

Tags are a great way to conveniently organize your conversations. 

*Please note - we have replaced contact tags with attributes. Although you can still add a contact tag within your settings, you will no longer be able to apply those tags to a contact’s profile. If you would like to apply tags using a Playbook, we recommend using attributes. For more on attributes, please check out this doc. 

In this doc, we'll cover

• locating tags in your account
• where they can be applied
• things to note

Tags are a feature of all of our plans.

Locating Tags

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. We are currently moving away from contact tags and suggest using attributes. If you have applied contact tags previously you will still be able to segment them within your contacts but you are no longer able to apply them within a contacts profile at this time.

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 or at a playbook level within a bot flow.

How to Add Tags

Conversation Tags 

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:

To tag a conversation, you can use the slash command /tag to mark the chat with a pre-existing tag! This command will only allow you to apply a known tag, so if you are looking to create a tag you will need to do that in the ‘tags’ section of the Details sidebar in the right sidebar or in Settings > App Settings > Conversations > Tags! When looking at your Conversations Report under “How are conversations being tagged?”, you can analyze conversation tags here to better understand trends in your Drift chats. 

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 and only contact tags that have been applied previously will show. 

To filter conversations by tags in your inbox, go to Conversations > Search Conversations and Filter by Conversation Tags. 

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. 

Still stuck? Email us at support@drift.com. Not using Drift yet? Get your free account here.