When to Use
- When you want to segment your database without manually tagging each contact.
- When you want every customer who opens a conversation about cancellation to be marked as churn risk and potentially enter a retention campaign afterward.
- When you want to mark as detractor anyone who responds with a low CSAT.
Prerequisites
- Access to Settings → Automations.
- The tags you will use are already created in your account.
Step-by-step
- Go to Settings → Automations and create a new automation, or open an existing one.
- Choose the event. Both actions are available for all events, including CSAT responded.
- Under Actions, select Add Tag to Contact or Remove Tag from Contact.
- Select the tags in the multi-select field.
- Save the automation.
What each action does
- Add Tag to Contact — adds the tag to the contact's existing tags. It never replaces previous tags.
- Remove Tag from Contact — removes only the tags you selected in the action.
Until now, an automation could only tag the conversation. To mark the contact, someone had to open the contact and apply the tag manually, which made automatic segmentation impossible.
There is no action to clear all tags from a contact at once. Removal only deletes the tags listed in the action.
Notes
- Contact tags and conversation tags are different. Campaigns segment by the contact tag.
- If two automations modify the same contact simultaneously, they run sequentially, so one does not overwrite the tag just applied by the other.