Tag your customers and chats

insideDM has two kinds of tag, and they answer different questions.

• Chat tags say what a conversation is about — High intent, COD request, Complaint. Your agent adds them as messages arrive, and you can add or remove them too. You manage them on the Tags screen.
• Contact tags say what’s true about a person — “vip”, “wholesale”, “diwali-2026”. Only your team adds these, by hand or when importing; your agent never does. You add them in Contacts.

Choose the chat tags your agent uses

1. Go to Interaction › Tags.
2. Under Ready-made are ten tags, all switched on to start with: High intent, Product question, COD request, Shipping query, Return / exchange, Price negotiation, Bulk order, Influencer collab, Complaint and Positive feedback. Switch off any that don’t fit your shop.
3. Use the eye button on a tag to show it on, or hide it from, the rows of your inbox list.

Your agent reads each new customer message and adds up to three tags that match. Up to 20 tags can be switched on at once — the line at the top shows how many are on.

Make your own tag

1. Press New tag.
2. Give it a Name, such as “Gifting”.
3. Under Context — when the AI assigns it, describe it the way you’d brief a new teammate: “Buying a watch or earbuds as a gift — asks about gift wrap, a note, or delivery before a birthday or anniversary.”
4. Optionally, add Exclusions — when it should NOT apply.
5. Press Preview on recent conversations to see which recent chats it would have tagged.
6. Press Create tag.

Your agent starts using it from the next conversation. Your own tags can be edited with the pencil or archived. An archived tag keeps its history and its name stays reserved; press Restore to bring it back. Renaming is safe — audiences point at the tag, not its name.

Tag a chat yourself

Open the chat in Conversations. In the Tags card on the right (press Details on a smaller screen), press Add tag and pick one. Press the ✕ on a tag to remove it.

Tags your agent added carry a small sparkle — point at one to see why it was added. If you remove a tag, your agent won’t put it back on that chat.

Tag people

1. Go to Interaction › Contacts and click a person’s name.
2. Under Tags, type the tag — for example vip — and press Add.
3. Press Save.

To tag several people at once, tick them in the list, type the tag in the bar that appears and press Add tag or Remove tag. Tags are saved in lowercase.

Use your tags

• In your inbox. In Conversations, press Tags next to the filters to show only chats with those tags.
• For offers. In Grow › Campaigns › Audiences, press New audience, then Add a condition and choose Has a conversation tag (within a time window you set) or Has a tag for contact tags.

If something’s not right

• “At most 20 tags can be active at once — archive or deactivate one first.” Switch a tag off, or archive one of your own, then try again.
• “A tag with this name already exists — archived tag names stay reserved.” Pick another name, or restore the archived tag.
• No New tag button or switches. Your role can view tags but not change them.
• “Your role cannot view tags” — tags come with access to conversations. Ask your workspace owner.