Summary
Tags help you organize conversations in Wati by labeling them with topics, issues, or other internal categories. You can use tags to quickly find conversations, keep your team's categorization consistent, and analyze tagged conversations in Analytics.
Keep in mind that tags are applied to conversations, not contacts. They cannot be used to segment contacts or select recipients for campaigns. If you need to group contacts for campaigns or automation, use Contact Attributes instead.
Instructions
What are tags?
Tags are labels that help your team categorize conversations. For example, you can create tags such as Billing, Technical Issue, or Refund Request to make conversations easier to organize and review.
You can use tags to:
Categorize conversations by issue, topic, or internal workflow.
Search for conversations using tags.
Keep conversation management consistent across your team.
Review tagged conversation data in Analytics.
Add a tag to a conversation
New conversations do not have tags by default. You can create a new tag or apply an existing one.
To add a tag:
Open a conversation in Wati.
Locate the Tags section in the conversation panel.
Click the field under Tags.
Type the name of the tag.
Press Enter to save it.
The tag is now attached to the conversation and can be used for searching, organizing conversations, and reporting in Analytics.
Note: Only users with Admin permissions can create new tags for the workspace.
Reuse an existing tag
Instead of creating a new tag every time, you can reuse existing tags. This helps your team maintain consistent naming and avoids creating duplicate tags.
To reuse an existing tag:
Open a conversation.
Click the field under Tags.
Start typing the tag name.
Select the matching tag from the dropdown list.
Manage tags in the settings
Admins can manage all conversation tags from the Tags and Attributes settings. From here, you can view existing tags, search for specific tags, edit or delete tags, or create new ones.
To manage tags:
Click your profile icon in the upper-right corner of your Wati account.
Select Settings.
Go to Tags and Attributes.
Select the Tags tab.
On this page, you can:
View all existing tags in your workspace.
Search for a tag by typing its name in the search box. Matching tags are displayed as you type.
Edit or delete an existing tag.
Create a new tag. If no existing tag matches your search, click Add Tag to create a new one.
Note: Only users with Admin permissions can access and manage tags from Settings.
Tags vs. Contact Attributes
Although both help organize information, they serve different purposes.
Use Tags when you wantt to:
Categorize conversations by issue or topic.
Search for specific conversations.
Organize support conversations.
Analyze conversation trends in Analytics.
Use Contact Attributes when you want to:
Segment contacts for campaigns.
Filter campaign recipients.
Store customer-specific information.
Personalize campaigns or automation workflows.
Important notes
Tags are applied to conversations, not contacts.
Tags cannot be used to filter contacts when creating or sending campaigns.
Analytics lets you export data about tagged conversations for reporting purposes.
Exported tag data does not include customers' phone numbers and cannot be used as a campaign recipient list.
If you need to segment contacts for campaigns or automation, use Contact Attributes instead of tags.
Using tags consistently helps your team organize conversations, find relevant chats faster, and analyze conversation trends more effectively. Contact Attributes, on the other hand, are designed for managing contact data and building targeted campaigns.
Frequently Asked Questions (FAQs)
General
1. What are tags in Wati?
Tags are labels that help your team categorize conversations by topics, issues, or internal workflows. They make it easier to organize conversations, search for specific chats, and analyze tagged conversation data in Analytics.
2. Are tags applied to conversations or contacts?
Tags are applied to conversations only. They are not applied to contacts.
3. What can I use tags for?
You can use tags to categorize conversations, search for tagged chats, keep conversation management consistent across your team, and analyze tagged conversation data in Analytics.
Permissions and management
4. Who can create and manage tags?
Only users with Admin permissions can create new tags and manage tags from Settings.
5. What can admins do from the Tags page?
From Settings > Tags and Attributes > Tags, admins can view all existing tags, search for tags, edit or delete existing tags, and create new tags. If no matching tag exists when searching, they can click Add Tag to create a new one.
Tags vs. Contact Attributes
6. What is the difference between tags and Contact Attributes?
Tags are used to organize and analyze conversations. Contact Attributes are used to store customer-specific information, segment contacts, filter campaign recipients, and personalize campaigns or automation workflows.
7. Can I use tags to segment contacts or send campaigns?
No. Tags cannot be used to segment contacts or filter recipients when creating or sending campaigns. Use Contact Attributes instead.
Analytics
8. Can I export tagged conversation data?
Yes. Analytics lets you export data about tagged conversations for reporting purposes. However, the exported data does not include customers' phone numbers and cannot be used as a campaign recipient list.