This article covers how to create contact tags, as well as common use cases for tagging contacts.
How to Use Tags
Identify Contacts
By labelling contacts with tags, your agents can easily identify callers. Here are some example tags you could use to distinguish between clients:
VIPIT skillsregular shopperprospect
Contact tags help to expand agent knowledge and optimize the customer experience.
Filter Contacts
In CloudTalk, you can filter all of your contacts by tags. This feature enables you to quickly find the right contacts. For example, if you label your VIP clients with a VIP tag, you could see the full list of your VIP clients by using the select tag filter on the Contacts tab of the dashboard.
The filter by call tag dropdown will let you select from call tags, which are different from contact tags.
Use in Campaigns
Tags are necessary to add contacts into a campaign calling list. When you navigate to Dialer > Campaigns > + Add Campaign, you will need to specify a campaign tag. This is the tag associated with your campaign which the dialer will select contacts with.
Click or start typing in the Select contacts by tags field to choose your campaign tag.
Use in Conditions
In workflow automations, tags can be referenced within condition statements to make sure your workflow only runs for particular contacts. For example, if you wanted your automation to trigger only for contacts with a VIP tag, you could make a condition statement:
event.properties.contacts[0].tags > contains >
["VIP"]
This condition statement uses the Operand contains because tags are stored as a list which can contain multiple entries.
Creating Contact Tags
From the Dashboard
To tag or untag a contact, you can go to the Contacts tab on dashboard.
Click the magnifying glass to inspect the contact, and
Edit Contact Info.
Add or edit existing contact tags in the Tags field. To add a new tag, type in the desired name and it will appear as a dropdown option to select.
Save Changes to finalize your contact edit.
Once a new tag has been added, it will be visible on the contact's profile.
From CloudTalk Phone
While using CloudTalk Phone, tags can be altered within Add / Edit Contact screens, just as on the dashboard.
Navigate to the Contacts list and select your desired contact.
Select Edit tags.
Start typing a new or existing tag. Select the option you would like to add.
When you're done adding or deleting tags, Save.
From CloudTalk Go (mobile app)
CloudTalk Go users can add or edit contact tags too.
Navigate to the Contacts list and select your desired contact.
Select
Editin the top corner.
Add or delete tags, and select
Doneto save your changes.
During a Bulk Import
Dashboard users can specify a tag to be added to all imported contacts during a CSV import. From Account > Integrations > CSV Import, there is a setting to enter your Contacts' tag. This tag will be applied to all contacts in the upload.
Tip: Using the Contacts' tag field in a bulk import is a great way to set up a campaign tag for a large amount of contacts at once.
Automatic Tagging with Integrations
When synchronizing contacts from an integration besides CSV import, CloudTalk automatically applies a tag to each contact with the name of the integration they are sourced from. This makes it easier to track the source of your contacts.
Contacts coming from an integration will be given the associated tag in all lowercase letters with no spaces. For example, say you integrate your CloudTalk account with LiveAgent. Each time you create a new contact in LiveAgent, the new contact will be automatically imported to CloudTalk labelled with a liveagent tag.
Edit / Remove Integration Tag
The automatic integration tag can be edited or removed by navigating to the Account tab.
From the dropdown, go to Integrations.
Find the integration of the tag you need to edit and select
Change.
In General settings, find the Contacts' tag to edit. Save. This change will be applied to all contacts associated with this integration.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!