Support use case: Automatically add tags to WhatsApp Messaging conversations

Tags are a powerful way to categorize and organize your conversations and contacts when using ActiveCampaign’s WhatsApp Messaging feature. By using the “Tag” step in a flow, you can automatically add tags to conversations and contacts, making it easier to filter and manage them. 

This article explains how to use the “Tag” step to add conversation and contact tags, and the differences between the two.

Learn more about the “Tag” step in WhatsApp Messaging.

What are tags in WhatsApp Messaging?

Tags are labels that you can apply to conversations and contacts to categorize them based on specific criteria and filter them in your WhatsApp Messaging inbox in the future. Tags help you quickly identify and filter conversations and contacts, improving your workflow and efficiency.

Types of tags

There are two types of tags in the WhatsApp Messaging feature:

1. Conversation Tags
   These tags are applied to specific conversations (A conversation consists of each time the customer contacts you and the conversation goes from new to in-progress to closed). They help you categorize and filter conversations based on their content or context. For example, you can use conversation tags to mark conversations as “Support,” “Sales,” or “Feedback.” These tags are saved in the contact’s conversation history and are cleared when the conversation is closed.
2. Contact Tags
   These tags are applied to contacts and remain with them across all their conversations. They help you categorize and filter contacts based on their characteristics or behaviors. For example, you can use contact tags to mark contacts as “VIP,” “Prospect,” or “Returning Customer.” 
   
   Contact tags added or created using WhatsApp will appear on contact records and can be used to create conditions with all segment builders in ActiveCampaign.

Use the “Tag” flow step

The “Tag” flow step automatically adds tags to conversations and contacts within a flow. Here’s how to set it up:

1. Click WhatsApp > Messaging Flows on the left menu.
2. Edit or create a new Messaging Flow.
   • If editing a flow, click a flow > "Update" button > Steps tab. Click a node (+) in the builder where you want to place the action. A modal window will appear. Click the "Tag" option, then click the “Add” button 
   • If creating a new flow, complete the required information under the "Details" and "Trigger" tabs of the flow builder
3. Under the "Steps" tab, click the "Tag" option, then click the “Add” button 
4. Configure the "Tab" step:
   
   • Click the pencil icon and give your step a name. We recommend using unique names that are short and descriptive
   • Conversation tags - If using, type to search or create tags for your WhatsApp conversions
   • Contact tags - If using, type to search or create tags for contacts. These tags will appear on contact records and can be used to create conditions with all segment builders in ActiveCampaign
   • Optional: Click the “Append tags?” toggle. This option adds the new tags to existing tags. If you do not click this option, then the new tags will replace all current tags
5. Once you’re done building your flow, click on the “Publish” button to make the flow active.

Define a more advanced tagging logic in your WhatsApp flow

You may want to add more advanced tagging logic to your flow. For example, you can:

1. Add Conditional Steps (Optional):
   • If you want to apply tags based on specific conditions, add a "Conditional" step before the “Tag” step
   • Configure conditions to check for specific criteria, such as the content of the conversation or the contact's properties 
2. Add Additional Steps:
   • You can add other steps before or after the “Tag” step to create a more complex flow. For example, you can add a Message step to send responses or an Update Contact step to save additional information

Example Flow Structure

Your flow might look something like this:

1. Trigger: Any incoming message.
2. Conditional Step (Optional): Check for specific criteria.
3. Tag Step: Add conversation and/or contact tags.
4. Message Step (Optional): Send a response to the user.
5. Update Contact Step (Optional): Save additional information to the contact.