> ## Documentation Index
> Fetch the complete documentation index at: https://docs-next.gallabox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Tags

<Info>
  **Who can use this?**

  * Gallabox users with **tag management permissions**.
  * Roles: Owners and Admins (and roles with the relevant permission)
  * Plans: Available on all plans.
</Info>

## Plan Availability

| Feature | Basic | Essential | Advanced |
| ------- | :---: | :-------: | :------: |
| Tags    |   ✓   |     ✓     |     ✓    |

## What are Tags?

Tags are **labels** you apply to contacts and conversations to categorize, organize, and filter them. Unlike segments (which are dynamic groups based on rules), tags are manually applied — you decide when and why to tag a contact.

Tags are the connective tissue across Gallabox:

* Filter conversations in the inbox by tag
* Build contact segments based on tags
* Trigger sequences when contacts receive a tag
* Target audiences in broadcast campaigns

Think of tags as sticky notes — you can put multiple tags on one contact, and tags don't change the contact's data — they just help you organize.

## Creating Tags

1. Go to **Settings → Tags** in the left navigation of Gallabox.
2. Click **Add Tag**.
3. Enter the **tag name** — use clear, descriptive names your team will instantly understand.
4. Choose a **color** (optional) — colors help you spot tags faster in the inbox.
5. Click **Save**.

**Naming conventions that work well:**

* `"Hot Lead"` — intent level
* `"Enterprise"` — customer type
* `"Spanish Speaker"` — language
* `"Awaiting Payment"` — status
* `"Escalated"` — urgency
* `"Newsletter"` — campaign membership
* `"VIP"` — priority

Avoid vague names like `"Active"` or `"Open"` — these don't tell your team what action to take.

<Check>
  **Pro tip:** Create a **tag taxonomy** before adding tags ad hoc — e.g., a prefix system like `intent:Hot Lead`, `type:Enterprise`, `language:Spanish`. This keeps your tag list organized as it grows and makes filtering much more intuitive.
</Check>

## Applying Tags

### Manually — in the contact profile

1. Open the contact's profile.
2. Click **Add Tag** in the Tags section.
3. Select from existing tags or create a new one.
4. The tag is applied immediately.

### Manually — in a conversation

1. Open the conversation.
2. Click the **Tag** icon in the conversation header.
3. Select a tag. It is added to that conversation, not to the contact record.

To tag the contact record, open the contact profile and add the tag in its Tags section.

## Using Tags Across Gallabox

### In the Inbox

Filter conversations by tag to see specific types of conversations:

* `Tag = "Hot Lead"` — all hot lead conversations
* `Tag contains "Enterprise"` — all enterprise customer conversations

Create a **View** for each priority tag so your team sees the right conversations automatically.

### In Broadcasts

When creating a broadcast audience, filter by tag:

* `"Newsletter"` — contacts who opted in to your newsletter
* `"Summer Sale Interested"` — contacts tagged during a previous campaign
* `"Customers"` — all paying customers (vs. leads)

### In Sequences

Tags are commonly used as **start conditions** and **stop conditions** for sequences:

* **Start condition:** "Contact tag = 'Demo Requested'" → triggers onboarding sequence
* **Success stop:** "Contact tag = 'Demo Booked'" → contact exits sequence with success
* **Failure stop:** "Contact tag = 'Unsubscribed'" → contact exits sequence

## Tag Taxonomy Example

Here's a recommended structure as your tag list grows:

| Category          | Example Tags                                                          |
| ----------------- | --------------------------------------------------------------------- |
| **Intent**        | `intent:Pricing`, `intent:Demo`, `intent:Complaint`, `intent:Renewal` |
| **Customer Type** | `type:Enterprise`, `type:SMB`, `type:Free Trial`                      |
| **Language**      | `lang:Spanish`, `lang:Portuguese`, `lang:English`                     |
| **Campaign**      | `campaign:Summer Sale`, `campaign:Webinar Q3`                         |
| **Status**        | `status:Awaiting Reply`, `status:Payment Pending`                     |
| **Priority**      | `priority:VIP`, `priority:Urgent`                                     |
| **Product**       | `product:Enterprise Plan`, `product:Add-on:Analytics`                 |

This makes filtering fast and predictable — type `intent:` in the filter and see all intent tags.

## Example

**Scenario:** You run a SaaS business and want agents to tag conversations consistently based on what customers ask about, so the sales team can prioritize follow-ups.

<Steps>
  <Step title="Create tags">
    Create tags: `intent:Pricing`, `intent:Demo`, `intent:Integration`, `intent:Enterprise`
  </Step>

  <Step title="Tag conversations as they come in">
    Agents apply the right tag based on what the customer asks about:

    * Pricing questions → add `intent:Pricing`
    * Demo requests → add `intent:Demo`
    * Integration questions → add `intent:Integration`
    * Enterprise inquiries → add `intent:Enterprise`
  </Step>

  <Step title="Create Views">
    Create Views for each tag so your sales team can quickly see `intent:Demo` conversations.
  </Step>

  <Step title="Create a sequence">
    Create a sequence that starts when the `intent:Enterprise` tag is added to a contact. The sequence can send enterprise case studies and a direct booking link.
  </Step>

  <Step title="Trigger the Demo sequence">
    When a contact books a demo, an agent opens the contact profile and adds `intent:Demo`. The Demo sequence then starts based on its contact-tag condition.
  </Step>
</Steps>

## Managing Tags

* **Edit a tag** — change the name or color. This updates all contacts and conversations with that tag everywhere in Gallabox.
* **Delete a tag** — removes the tag from all contacts and conversations. The contact data itself is not deleted.
* **Merge tags** — if you have duplicate tags (e.g., `"Hot Lead"` and `"hot-lead"`), manually consolidate them by editing contacts. Gallabox doesn't have an automatic merge function yet.

<Warning>
  Deleting a tag is permanent — it removes the tag from all contacts immediately. Make sure no active sequences or broadcasts depend on the tag before deleting.
</Warning>

## FAQs

<AccordionGroup>
  <Accordion title="What's the difference between a tag and a segment?">
    A **tag** is a label that can be applied separately to a contact or to a conversation. A **segment** is a dynamic group of contacts defined by rules (e.g., "all contacts with tag 'Hot Lead' AND country = India AND last activity \< 7 days"). Segments update automatically; tags are individual labels. Use tags for quick labeling; use segments for complex audience building.
  </Accordion>

  <Accordion title="Can I apply multiple tags to one contact?">
    Yes — contacts can have as many tags as you need. There is no practical limit. Multiple tags on one contact are independent of each other.
  </Accordion>

  <Accordion title="Can I apply a tag to a conversation instead of a contact?">
    Yes — tags can be applied to conversations (not just contacts). This is useful for organizing your inbox without changing the contact's permanent record. Conversation-level tags are visible in the inbox and Views but not on the contact profile.
  </Accordion>

  <Accordion title="Do tags auto-remove when conditions change?">
    Tags are not auto-removed by Gallabox. When a condition changes, remove the tag manually. For example: when a contact becomes a paying customer, remove the `intent:Demo` tag and add `type:Customer`.
  </Accordion>
</AccordionGroup>