# Using Tags to Label Contacts Tags are reusable labels for contacts, chats, and campaigns — for example "Interested," "Booked," or "Not Interested." Tags are especially powerful combined with your AI Agent — an agent (or a classic campaign) can tag contacts automatically based on how a conversation goes. Tags can also trigger actions in other tools through [webhooks](../integrations/webhooks.md), and move contacts through your deals pipeline automatically. ::: walkthrough creating-tags ::: --- ## Why Use Tags? - **Track conversation outcomes** — know at a glance which contacts booked an appointment, showed interest, or need follow-up. - **See tags at a glance** — tags appear as a column in the Contacts table. - **Filter and segment** — find every contact with a specific tag with a smart filter chip or the Filter panel. - **Automate workflows** — a webhook can fire whenever a tag is applied, notifying your other tools. - **Trigger deal actions** — tags can create deals or move existing deals through your pipeline. See [Sales Pipeline](../deals/sales-pipeline.md). --- ## How to Open the Tags Page 1. In the left sidebar, click **Settings** (the gear icon). 2. In the Settings sidebar, under the **Workspace** group, click **Tags**. ::: master-only

The Tags settings page, with Tags highlighted in the Workspace group and the tag list below — Tags lives under the Workspace group in Settings, alongside Business, Team, and Billing. The header shows your total tag count and how many contacts are tagged overall.

::: > **If you don't see Tags in the Workspace group**, your subscription tier doesn't include tagging. Click **Billing** in the same sidebar to upgrade. --- ## How to Create a Tag 1. Open the Tags page (steps above). 2. Under **New Tag**, type a name (for example, `VIP`, `Spanish`, or `Trial`). Keep it short — a few words at most. 3. Click **Add tag**. ::: master-only

The New Tag field filled in with 'VIP Lead', with the Add tag button active — Type a name into the New Tag field, then click Add tag.

::: Your new tag appears instantly in the list below and is ready to use — apply it to a contact from [Chats](../chats/chat-interface.md), the bulk **Tag** action in Contacts or Chats, or have your AI Agent apply it automatically. > **If creation fails**, a tag with that exact name may already exist on your account. Pick a different name or rename the existing one — see below. --- ## Renaming a Tag Unlike before, **renaming is now supported directly**: find the tag in the list, click the pencil icon next to its name, edit the text inline, and click the checkmark to save (or the **×** to cancel). No need to recreate the tag or manually re-tag every contact. ::: master-only

A tag row in inline-edit mode, with a text field and green checkmark / X buttons — Click the pencil icon to edit a tag's name inline. Click the checkmark to save, or the × to cancel.

::: --- ## The Tags List Tags are shown as a list, each row with: - A **checkbox** — for bulk selection. - The **tag name**, shown as a chip. - The **contact count** — how many contacts currently carry this tag. - A **pencil icon** — rename inline. - A **trash icon** (red) — delete this tag. A **search box** above the list filters by name — handy once you have more than a handful of tags. The header shows your total tag count and how many contacts are tagged overall. > **Good to know:** the Tags page doesn't have a per-tag **Generate Summary** toggle (the setting that made the AI write a conversation recap automatically whenever a tag was applied). Tags you create or rename here don't get an AI summary configured this way; if you rely on that feature for tags configured earlier, their setting is unchanged, but there's currently no control on this page to turn it on or off. ### Deleting a single tag 1. Click the **trash icon** on the tag's row. 2. Confirm in the pop-up — it tells you how many contacts currently carry the tag. This cannot be undone. ::: master-only

The Delete tag confirmation dialog, showing the contact count and a red Delete tag button — Deleting removes the label everywhere; the contacts themselves are kept.

::: ### Deleting many tags at once 1. Tick the checkboxes for the tags you want to remove. 2. A floating bar appears at the bottom of the screen showing your selection count. 3. Click **Delete** in that bar and confirm. ::: master-only

Two tags checked in the list, with a floating '2 selected · Delete 2' bar at the bottom of the screen — Select multiple tags to reveal the floating bulk-delete bar.

::: Deleting a tag is not reversible. If an AI Agent or campaign still has a Tags rule using that exact name, it just creates a fresh tag the next time it applies it — but you lose the deleted tag's history, and any deal-pipeline links tied to it break. Review your agents, campaigns, and deal automations afterwards. --- ## Applying Tags to a Contact Besides letting your AI Agent tag contacts automatically (see below), you can apply or remove tags yourself in a few places: - **From a chat** — open the contact's conversation in [Chats](../chats/chat-interface.md). The right-hand Contact Panel has a **Tags** section showing their current tags with a **Manage** link, or open the **⋯** menu on the conversation and choose **Manage tags…**. - **In bulk** — select multiple contacts (in Contacts) or chats (in Chats) and use the **Tag** bulk action. - **Let the AI decide, after the fact** — **Auto-tag with AI** runs an agent's tag rules over a whole conversation on demand. See [Tagging a conversation on demand](#tagging-a-conversation-on-demand). - **Automatically** — have your AI Agent or campaign apply the tag as it chats (see below). ::: master-only

A chat's overflow menu open with 'Manage tags…' highlighted, and the Tags section visible in the right-hand contact panel — Open a chat's ⋯ menu and choose Manage tags, or use the Tags section in the contact panel on the right.

::: Either path opens the same **Assign tags** dialog: search or scroll the list, check the tags that should apply, optionally click **Create new tag** without leaving the dialog, then click **Apply tags**. ::: master-only

The Assign tags dialog for a contact, with one tag checked and a search box, Create new tag button, and Apply tags button — The Assign tags dialog — check the tags that should apply, or create a new one inline.

::: --- ## Letting Your AI Agent Tag Contacts Automatically This is what makes tags powerful: instead of tagging contacts yourself, tell the AI what to watch for and it applies the tag mid-conversation. This is configured per AI Agent (or per classic campaign, if you haven't moved to Agents yet) on its **Tags** step — not on the Tags settings page above, which only manages the reusable tag library itself. 1. Open your [AI Agent](../ai-agents/ai-agents.md) (or campaign) editor and go to the **Tags** step. 2. Click **Add tag** and either pick an existing tag from your library or type a new name. 3. Under **When to Apply**, describe the situation that should trigger it — for example, *"The contact says they want to book a call or asks about pricing."* 4. Optionally add a **Webhook URL** — DM Champ POSTs the contact and tag to that URL the moment the tag is applied. Save the tag first, then use **Test** beside the field to send a sample payload straight away and check your automation receives it. 5. Leave **Let the AI remove this tag** off unless you want the AI to be able to take the tag back off a contact later. See [How the AI decides](#how-the-ai-decides--adding-and-removing) below. 6. Click **Save changes**. ### Let the AI write the tag rules for you On an AI Agent's **Tags** step there is also a **Generate with AI** button. It reads the agent's instructions and business context and proposes a set of tags — usually three to eight — each with a "When to Apply" rule already written, in the agent's language. Before inventing a new name it looks through your tag library and reuses an existing tag when one means the same thing, so the tags it adds line up with the ones your team already filters and automates on. Choose **Add to my tags** (keeps your current tags, only adds new ones) or **Replace all tags**, then review and edit the rows like any other tag. A run costs 1 credit (0.25 on the Max tier, or nothing when the agent runs on your own AI key). Agents built from a website or documents, whether in the setup wizard or with **New agent**, have their tags generated automatically, so you'll often find this list already filled in. Generated tags are added to your tag library the first time the AI applies one to a contact, not before — delete a proposed row and it never shows up anywhere. ::: master-only

The Tags step in an AI Agent's editor, showing the tag list and an Add tag button — The agent's **Tags** step — where the tag automations described above live.

::: ::: master-only

The Tags step in an AI Agent editor for 'Website Leads' with one tag, 'Interested', listed, the Generate with AI popover open showing Costs 1 credit and the Add to my tags / Replace all tags choice, and an Apply to existing conversations button beside Generate with AI — An AI Agent's Tags step works the same way, plus the Generate with AI button: pick Add to my tags or Replace all tags and the rules are written for you. Each row's webhook Test button turns on once the tag is saved.

::: > **Agent tags vs. campaign tags:** if you're still on a classic campaign, its Tags step works identically. Moving to an Agent carries your tag rules over — see [AI Agents](../ai-agents/ai-agents.md). ### How the AI decides — adding and removing After every AI reply, the AI re-reads the recent conversation against your tag rules and updates the contact's tags. A few things worth knowing about how it decides: - **It only adds a tag when the conversation clearly matches your rule.** "Probably" isn't enough — if it's unsure, it leaves the tag off. - **It can also remove a tag — but only if you let it.** Each tag has a **Let the AI remove this tag** switch, off by default. Turn it on for tags whose rule describes when the tag should come off — for example, *"Apply while payment is overdue; remove once the contact has paid"* — and the AI takes the tag off the moment the conversation shows that condition is met. With the switch off, the tag is apply-only: the AI can put it on and will never take it off. Removing a tag is free (it never uses credits). - **It knows which tags the contact already has and what today's date is**, so rules like "overdue as of today" or "pays on the 5th of each month" work as written. - **One-of-a-kind sets stay clean.** If you use a set of tags where a contact should only ever carry one (like a day-of-the-month tag for payment due dates), the AI swaps the old one out when the correct one changes instead of letting two pile up — turn the removal switch on for every tag in the set, or the old one stays put. - **It never touches tags outside the agent's tag list.** Tags you apply by hand that aren't part of the agent's rules are left alone. > **Tip — write the removal into the rule.** The "When to Apply" text is also where you describe when the tag should come off. A rule like *"Add when the contact asks about pricing; remove after they've purchased"* gives the AI both halves. The rule alone isn't enough on its own, though: the **Let the AI remove this tag** switch has to be on as well. > **Why removal is off by default (changed August 12, 2026).** "When to Apply" describes when a tag *starts* being true, and the AI was sometimes reading the opposite into it — dropping a tag that had simply stopped being the topic of conversation. Because a tag webhook used to fire on removal as well, that could re-run an automation for a contact who was already past that step. Tag webhooks now fire on apply only, and removal is something you switch on per tag. Existing tags keep every tag they already carry; if you were relying on the AI removing one, turn the switch on for it. ### Tagging a conversation on demand Live tagging only happens when the AI itself replies. Conversations your team handles with the AI paused, chats imported from your WhatsApp history, and anything that happened before you wrote the agent's tag rules are never looked at — and neither are your existing conversations when you add a new rule or click **Generate with AI**. **Auto-tag with AI** covers all of those: one click runs the agent's tag rules over the *whole* conversation, not just the last few messages, and adds or removes tags exactly the way live tagging would. Three places to start it: - **One chat** — open the conversation, click the **three-dot menu** (⋯) in the header and choose **Auto-tag with AI**. Confirm, and a moment later a message tells you which tags were added or removed. ::: master-only

A conversation open with a small Auto-tag with AI panel below the header's three-dot button, reading 'Runs this agent's tag rules over the whole conversation.', then '1 credit per tag applied (0.25 on Max, free with your own AI key). Contacts that get no new tags cost nothing.', and a green Auto-tag now button — Choosing **Auto-tag with AI** in a chat's ⋯ menu opens this confirmation: it says it *runs this agent's tag rules over the whole conversation* and shows the price before anything happens. Click **Auto-tag now** to go ahead.

::: - **Several contacts** — on **Contacts**, tick the contacts and click **Auto-tag** in the floating action bar. By default each contact is judged by its own AI agent's rules; pick an agent under **Use this agent's tags for all** to apply one agent's rules to everyone selected. The window shows progress while it runs and a summary when it's done — you can close it, the run keeps going. ::: master-only

The Auto-tag with AI window over the Contacts page, headed '2 contacts selected', with a 'Use this agent's tags for all' picker set to 'Each contact's own agent', the line '1 credit per tag applied (0.25 on Max, free with your own AI key). Contacts that get no new tags cost nothing.', the note 'Up to 500 contacts per run.' and Cancel and Start buttons — Clicking **Auto-tag** in the Contacts action bar opens this window. It names how many contacts you picked, lets you swap **Each contact's own agent** for one agent's tags under **Use this agent's tags for all**, and shows the price and the **Up to 500 contacts per run** limit before you press **Start**.

::: - **Everything an agent handles** — on the agent's **Tags** tab, click **Apply to existing conversations**. It runs the rules over up to 500 of that agent's most recent conversations. ::: master-only

The Auto-tag with AI window opened from an agent's Tags tab, subtitled 'Every conversation this agent handles', with a callout reading 'Runs these tag rules over every conversation this agent handles — up to 500 of the most recent.', the line '1 credit per tag applied (0.25 on Max, free with your own AI key). Contacts that get no new tags cost nothing.', the note 'Up to 500 contacts per run.' and Cancel and Start buttons — **Apply to existing conversations** on an agent's Tags tab opens the same window for *every conversation this agent handles* — up to 500 of the most recent — with the price shown before you press **Start**.

::: What to expect: - **Same rules, same decisions.** It follows the "When to Apply" rules and the **Let the AI remove this tag** switches exactly like live tagging: it never adds a tag outside the agent's list and never removes one you haven't allowed it to. - **Same price.** 1 credit per tag applied (0.25 on the Max tier, free when the agent runs on your own AI key). Reading the conversation is free, so a contact that gets no new tags costs nothing, and removals never cost anything. That is exactly what live tagging charges, so there is no cheaper way to get the same tags by switching live tagging off. - **Up to 500 contacts per run, one run at a time.** Contacts with no messages yet, no AI agent, or an agent without tag rules are skipped and counted in the summary. If your credits run out mid-run, it stops there and keeps everything tagged so far. --- ## Next Steps - [AI Agents](../ai-agents/ai-agents.md) — set up an agent that tags contacts automatically. - [Chat Interface](../chats/chat-interface.md) — apply or manage tags on an individual contact. - [Webhooks](../integrations/webhooks.md) — connect tags to your other tools for automated workflows. - [Adding a New Contact](creating-contacts.md) — apply tags while adding a contact.