Tags are labels you use to categorize conversations in Konvo. They help you organize customer interactions, segment your audience, and enable your AI to automatically categorize conversations. Konvo has two types of tags: Support Tags and Marketing Tags, and understanding the difference matters.

Support tags are used by your support team and AI for customer service conversations. They can be used for conversation categorization and customer segmentation, but the key feature is that they can be automatically applied by the AI (auto-tag feature). They're also subject to tagging limits—each customer can have a maximum of 10 support tags. Examples: VIP Customer, Refund Request, Shipping Issue, Product Question, Billing Problem, Cancelled Subscription.

Marketing tags are used specifically for WhatsApp marketing campaigns and segmentation. They're used for marketing campaign segmentation and targeted messaging, but they cannot be applied by the AI, and there are no tagging limits. Examples: Newsletter Subscriber, Black Friday Segment, Abandoned Cart, High-Value Customer, Product Launch Interest.

Important: marketing tags are designed for WhatsApp marketing workflows, not general support categorization.

You can work with tags in two places. From a customer profile, you can create and apply tags directly within a customer's profile during a conversation. Use this when adding tags to specific customers as you interact with them.

From Settings → Tags, you get centralized management of all your tags. Use this section when creating tags for future use, managing existing tags, configuring auto-tag settings, or viewing tag usage across customers.

From Settings → Tags, click "Create a Tag" (top right). You'll configure four things: tag label, tag description, tag color, and category.

Tag label (required) is the name of your tag—what you and your team will see. Examples: VIP Customer, Cancelled Subscription, Refund Requested, Product Return, Shipping Delay. Keep labels clear and consistent, using the same naming convention across all tags.

📸 [Image: Screenshot of Tag Label field]

Tag description (optional) describes what this tag represents and when it should be applied. For support tags with auto-tag enabled, this description is what the AI uses to determine when to apply the tag automatically. Be specific about the conditions that qualify for this tag.

Example for "Cancelled Subscription" tag: "Customer mentions canceling, stopping, or ending their subscription service. Include mentions of wanting to pause indefinitely."

Example for "VIP Customer" tag: "Customer has placed more than 10 orders or has a lifetime value over $1,000. Also includes customers marked as VIP in our internal system."

📸 [Image: Screenshot of Tag Description field]

Tag color (required) is a visual identifier. Use consistent colors for related tags: red for urgent issues (Refund Request, Billing Problem), green for positive interactions (VIP Customer, Upsell Opportunity), blue for informational (Product Question, Shipping Inquiry).

📸 [Image: Screenshot of Tag Color picker]

Category (required) is where you choose between Support or Marketing. Important: you cannot change the category after creating the tag. Choose carefully. If you need to change the category later, you must delete the tag and create a new one with the correct category.

📸 [Image: Screenshot of Category selection showing Support vs Marketing options]

Auto-tagging allows your AI to automatically apply tags to conversations based on context. When enabled, the AI monitors every customer conversation, compares conversation content to tag descriptions, and if the conversation matches a tag description, the AI automatically applies that tag.

For example, you create a tag called "Refund Request" with the description "Customer asks for a refund, mentions wanting money back, or requests to return a product for a refund." When a customer says "I'd like to return this and get my money back," the AI automatically applies the "Refund Request" tag to that conversation.

For each support tag, you'll see an auto-tag toggle in the tags list. To enable auto-tagging, create a support tag with a detailed description, then toggle Auto-Tag ON, and the AI will start automatically tagging matching conversations. To disable, toggle Auto-Tag OFF—the tag can still be applied manually, but the AI will not automatically add it.

📸 [Image: Screenshot showing Auto-Tag toggle in tags list]

Writing effective auto-tag descriptions matters. Be specific about what qualifies. Instead of "Customer has a problem" (vague), write "Customer mentions their order hasn't arrived, tracking shows no movement, or they're asking where their package is" (specific).

Include variations and synonyms. Instead of "Customer says 'cancel my subscription'" (too narrow), write "Customer mentions canceling, stopping, pausing indefinitely, or ending their subscription. Include phrases like 'I don't want to be charged anymore' or 'stop my recurring order'" (comprehensive).

Provide context for edge cases: "Customer requests refund. Include both explicit refund requests and situations where customer is unhappy and mentions wanting their money back. Do not tag if customer is asking about refund policy in general without wanting one."

Each customer can have a maximum of 10 support tags. Here's how this works: if a customer has 5 support tags, the AI can add 5 more (up to the 10 limit). If a customer has 10 support tags, the AI cannot add more tags. If a customer has 0 support tags, the AI can add up to 10.

Tags must be removed manually—the AI cannot remove tags. To remove a tag from a customer, go to the customer's profile, find the tag you want to remove, click the X or remove option, and the tag is removed, creating space for new tags.

Why this limit exists: the 10-tag limit prevents tag bloat (too many tags making them meaningless), overwhelming customer profiles, and the AI from over-categorizing conversations. Create focused, meaningful tags rather than many overlapping ones.

From Settings → Tags, you'll see a table of all your tags showing name (editable), description (editable), color (editable), category (not editable after creation), contact count (how many customers have this tag), and auto-tag toggle (ON/OFF for support tags only). You can edit tag name, description, and color by clicking on any tag. You cannot edit category—to change category, delete and recreate the tag. Use the search bar to find specific tags quickly (search looks for matches in tag name and description). The contact count column shows how many customers currently have each tag, which helps you identify popular tags, find unused tags to delete, and understand tag distribution across your customer base.

📸 [Image: Screenshot of Tags overview table with all columns]

Create meaningful tags. Don't create tags for everything. Focus on categories that help you segment customers for campaigns, identify conversation types, track common issues, and prioritize urgent matters.

Use consistent naming. Pick a naming convention (like "Refund Request," "Shipping Delay," "Product Question," "VIP Customer") and stick to it. Avoid mixing styles like "refund," "Refund Request," "Customer wants refund," and "REFUND" all in the same workspace.

Write detailed auto-tag descriptions. The quality of your tag descriptions directly impacts auto-tag accuracy. Invest time in listing specific phrases customers use, including synonyms and variations, defining edge cases, and testing and refining descriptions based on performance.

Review auto-tag performance. After enabling auto-tag, check conversations for accuracy, review if tags are being applied correctly, refine descriptions if needed, and disable auto-tag for tags that aren't working well.

Clean up unused tags. Delete tags that have 0 contacts after 30+ days, were created for one-time campaigns, overlap with other tags, or no longer serve a purpose.

Reserve support tags for support. Don't use support tags for marketing segmentation—that's what marketing tags are for. Support tags are for conversation categorization and AI automation. Marketing tags are for campaign segmentation and targeting.

Automatic issue categorization: Tag: "Shipping Delay" with description "Customer mentions their order is late, hasn't arrived when expected, or tracking shows no recent movement. Include phrases like 'where is my package' and 'order hasn't arrived yet.'" Auto-Tag: ON. Result: AI automatically tags any conversation where customers mention shipping delays, allowing you to quickly identify and prioritize these issues.

VIP customer identification: Tag: "VIP Customer" with description "Customer has placed more than 5 orders, lifetime value over $500, or has been flagged as VIP by support team." Auto-Tag: OFF (applied manually by team). Result: Support team manually tags VIP customers, enabling priority handling and personalized service.

Marketing campaign segmentation: Tag: "Holiday Campaign 2024" (Marketing Tag). Auto-Tag: Not available (marketing tags don't have this feature). Result: Marketing team manually applies this tag to customers who engaged with holiday campaigns, enabling follow-up messaging.

⚠️ Auto-tag not working: Verify auto-tag toggle is ON. Check if tag description is specific enough. Ensure tag is a Support tag (marketing tags can't auto-tag). Test with a conversation that clearly matches the description.

⚠️ AI tagging wrong conversations: Review and refine tag description to be more specific. Add exclusion criteria like "Do not tag if customer is just asking about the refund policy without wanting one."

⚠️ Can't add more tags to a customer: Customer has reached the 10 support tag limit. Manually remove unused tags to make room for new ones.

⚠️ Want to change tag category: Cannot change category after creation. Delete the tag and recreate it with the correct category.

⚠️ Tag appears in wrong place (support vs marketing): Check which category you selected when creating. Delete and recreate if you chose incorrectly.

⚠️ Accidentally deleted important tag: Tag is removed from all customers and cannot be undone. You'll need to recreate the tag and manually re-apply it to relevant customers.

→ 3.0 Inbox Overview — learn how to use tags effectively within your inbox workflow