Tags are similar to segments except that they’re not automated. Tags let you group your users (or companies) together, manually. They’re great for highlighting VIP customers who may require VIP support or loyal customers who would make great beta testers, for example.
How to tag users
To tag users just select whichever users you like from the user list and click 'Tag.’ Then select the tag from the drop-down menu.
Note: To create a new tag, just type the name and click "Create new tag".
You can see which segments and tags a user belongs to from their profile page. You can also tag users individually here by selecting the 'Add tag' button and choosing the tag from the list.
Note: Recently applied tags may not be visible in the people list for up to 5 minutes, but they're generally visible in less than 1 minute.
Useful tags to create
The tags you create should be specific to your product. Here are some ideas to get you started:
Role in company - You might want to quickly identify the role a user holds in a company. To do so, you can tag any user as an ‘Admin’, ‘Marketer’, ‘Developer’ or ‘CEO’, for example.
Bug - If a user finds a bug in your system you can tag them and let all your users with this ‘Bug’ tag know when the issue has been fixed by sending them a manual message.
Testimonial - If you have a valuable customer who is particularly happy with your service, you can tag them as a ‘Testimonial’ candidate and follow up with all users with this tag at a later date. (If you want to choose influential candidates, you can check how many Twitter followers your user has in their profile page).
Beta Tester - You can also tag all of your users who would make ideal beta testers.
How to edit, archive or delete a tag
Search for tagged users
Just filter the user list to recall users that belong to certain tags, like this:
Pro tip: If you’d like to exclude certain users from a segment or message, you can create a ‘Don’t Message’ tag. Then later when creating a segment or auto message, include the filter ‘Tag is not Don’t Message’ to make sure it doesn’t go to that group.
- You can also tag users, companies, or leads using Intercom's API, or code your own tagging automation with Intercom's webhooks.
- Tag your customers’ conversations to help you identify the most important trends in your product feedback. This guide will help you keep track of support requests, bugs and feedback.