User Tags
The foundation of customer relationship management is segmenting your customers. Channel Talk provides a powerful user tag feature along with a customer database that helps businesses categorize customers and provide them with personalized experiences.Please note that a few special characters will be unusable after the update.
. $ \ or an empty space cannot be included in user tag names.
During the grace period (until January 2024), these characters will be automatically converted to other available characters.
From February 2024, those special characters will no longer converted and not be able to use for new user tag names.
Utilizing user tags lets your team be able to manage and analyze customer segments with their interests and characteristics stored in customer profile data to personalize the customer experience
One customer can have multiple user tags up to 20.
One tag can have 2 more steps of sub-tags, enabling convenient information management.
If you are on a paid plan, you are able to
select multiple customers in Contacts and add a new user tag at one time.
view the number of customers by each tag on your left panel in Contact, and edit user tags that are on the customers’ profiles.
view the list of user tags as well as the number of customers by each tag in User Tag Settings, and manage user tags.
create, add, or edit a user tag on each customer profile.
If you are subscribing Operation features, you are able to
automatically add user tags on customers who start user chat conversations by Automation rules.
If you are subscribing Support bot features, you are able to
automatically add user tags on customers who interact with Support bot by Support bot actions.
If you are subscribing Marketing features, you are able to
filter customers who have specific user tags in Contacnts, and send them outbound marketing messages at one time. → (Learn more about Advanced search in Contacts)
The number of user tags created is limited to less than 1,000.
Go to Contacts → User Tag Settings and manage user tags.
How the logic applied for user tags
The user tag list in Contacts is in alphabetical order.
User tags are case-insensitive. (A is the same as a)
User tags only show the last step tags when they appear in customer profile data.
Up to 20 user tags can be added to one customer.
Go to Contacts → Create a new user tag in the left panel
Go to an individual customer profile → directly create a new user tag in the user tag data column.
By inserting “/” between keywords, you can categorize user tags into up to 3 steps.
e.g.
New/Pants/LargeVIP/Purchase/Over100
Use different colors for different tag categories.
e.g. Fit and size information for yellow, customer levels for Red
Have descriptions for each user tag to indicate when and why to use the tag.
From User Tag Settings, you can select a particular user tag and apply the action to automatically switch to Contacts and search for customers who have that user tag.
When you review the exact number of customers who have tags, these logics apply:
Folded list with ‘>’, the number includes all customers with sub-tags. (all)
Extended list with ‘#’, the number only shows the customers who have a particular tag. (exact match)
Available to send Marketing one-time messages to customers with the same user tags, directly from User Chat Settings.
Available to create a customer segment by user tags, which can be used to quickly review customers’ lists with a particular tag or set them as Marketing message audiences. (→Learn more about the segments and the Marketing features)
Click the ellipsis icon to edit user tags’ names, colors, or descriptions.
Only one user tag can be edited at one time, and if you edit the name of 1st step tag, all the sub-tag names will be changed together.
Editing user tags from the list doesn't affect the user tags already added to customer profiles. You can change user tags on the customer profile data all at once after editing user tags and storing them.
Separate tags can be merged from one to another. This merging works in one way. If the original tag has sub-tags, they are included in this merging.
e.g. You can merge tag A to tag B. You cannot merge tags A and B to create a new tag C.
Once you merge two user tags, you can move on to changing user tags in the customer profile data by deleting and adding them in bulk.
User tags can be removed from the list. If you delete the 1st step tags, all sub-tags are removed together.
Once you remove the user tag from the list, you can also remove user tags from customer profile data by deleting them in bulk.
User tags are versatile - you can use them to easily pull out a group of customers with the same conditions, and take actions to them(e.g. apply different chatbot experiences, send different outbound messages).
User tags vs. User descriptions
Up to 249 characters for a user tag name. If you need longer texts than 249 characters, use customer description with a note field for detailed information records. (→ Learn more about the user profile)
Q. I deleted a user tag. It appears in the list again.
A. If any of the automation rules or Support bot actions use the deleted user tags, those tags will be regenerated when the automation rules or actions take place. Make sure to remove all automated actions before deleting the user tag.
Q. How can I change a particular user tag already attached to a group of customers from one to another?
A. Two ways to do -
From the User Tag Settings
Edit the user tag names in the list
and accept to change the user tag on current customer profiles
From the Contacts
Search customers who have the original user tag in their profile data by using Advanced Search in Contacts (matched with any of the options on the list.
Select customers you need to change user tags.
Select the user tag setting, uncheck the original tag, and add or select different user tags.