Contact tags
Contact tags are free-form labels applied to contacts in the address book to classify them: interest shown, stage in the purchase journey, source, location, language. A contact can have several tags at once. They are the foundation of segmentation: campaigns are targeted only at contacts with certain tags, and tag filters make even a very large address book searchable.
The tag is the most flexible segmentation tool because it imposes no structure: each business invents its own vocabulary. The recurring families: contact source, such as website, store or a specific campaign; interest, by product or service; journey stage, from new to customer to inactive; operational traits, such as location or language. Discipline matters more than quantity: a shared vocabulary and a few rules prevent a jungle of duplicate labels.
Tags work at three moments: on entry, applied at import or based on the contact's source; during the conversation, assigned by the agent or automatically based on what the customer asks; on exit, as the selection criterion for campaigns and follow-ups. Combining multiple tags creates precise segments, and periodic review, merging duplicates and removing dead tags, keeps the system usable.
In SendApp every contact can have multiple tags, applied by hand, at CSV import or automatically by the AI assistant during the conversation; campaigns and address book filters work directly on tags.
Frequently asked questions
From theory to practice
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