Drift has two types of tags: customer tags and conversation tags.
Customer tags are tags that are associated with a person. Customer tags are used to surface important information in the conversations view and allow you to segment your database in Drift by hand-applied tags. You can apply a customer tag from any contact’s profile page.
This is the conversation preview in Drift where we surface tags for easy context. “Beta Partners” is a tag I applied. The “chat” tag is automatically applied.
Conversation tags are tags that are associated with a conversation. Conversation tags are used to label a conversation under a specific topic so you can follow-up and count the number conversations associated with a topic. You can apply a conversation tag from any conversation page in Drift by clicking the little tag icon in your chat box.
In any conversation, you’ll see an option to add tags, as well as all the tags a conversation is already tagged with.
You can view and manage your tags at anytime from the tags page in settings.
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