Tags

Manage tags in one place from Settings & Tools → Tags. Tags help you organize and filter Contacts, Cases, and Messenger conversations, making it easier to focus on what matters most.

What You Can Do

With the Tags system, you can:

• Create tags with custom names and colors
• Apply tags to Contacts, Cases, and Messenger conversations
• Filter list views by tag across all three surfaces
• Update or delete tags from the central Tags library
• See at a glance which items are tagged

Managing Tags

Create a Tag

1. Go to Settings & Tools → Tags
2. Click Create Tag
3. Enter a Tag Name
4. Choose a Color to visually identify the tag
5. Click Create

Update a Tag

1. Go to Settings & Tools → Tags
2. Find the tag you want to edit
3. Click the Edit icon
4. Update the name or color
5. Click Save

Delete a Tag

1. Go to Settings & Tools → Tags
2. Find the tag you want to remove
3. Click the Delete icon
4. Confirm deletion

When you delete a tag, it will be removed from all Contacts, Cases, and Messenger conversations where it was applied.

Applying Tags

On Contact Profiles

1. Open a Contact profile
2. Find the Tags section
3. Click Add Tag or the tag selector
4. Choose one or more tags from the list
5. Tags are saved automatically

On Case Pages

1. Open a Case page
2. Find the Tags section
3. Click Add Tag or the tag selector
4. Choose one or more tags from the list
5. Tags are saved automatically

In Messenger Conversations

1. Open a Messenger conversation
2. Find the Tags section in the conversation details
3. Click Add Tag or the tag selector
4. Choose one or more tags from the list
5. Tags are saved automatically

Filtering by Tags

Tags can be used to filter list views:

• Contacts List: Use the tag filter to show only contacts with specific tags
• Cases List: Use the tag filter to show only cases with specific tags
• Messenger: Use the More Filters button to filter conversations by tag

You can combine tag filters with other filters (like Case Type or Campaign Inclusion) for more precise results.

Use Cases

Tags are flexible and can be used for many workflows:

• Priority triage: Tag urgent cases or high-value contacts
• Team assignment: Tag items assigned to specific team members or departments
• Status tracking: Tag cases by processing stage (e.g., "In Review", "Awaiting Approval")
• Campaign management: Tag contacts participating in specific campaigns
• Custom workflows: Create tags that match your firm's unique processes

Permissions

The Tags management page is available to Admin-level users. All users can view and use tags when working with Contacts, Cases, and Messenger conversations. If you need to create or manage tags but don't see the option in Settings & Tools, ask your account admin to review your role permissions.

Related Docs

• Contacts: Management
• Cases: Managing Cases
• Messenger