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Label contacts and conversations to filter your inbox, build segments, and trigger workflows.

Tags are labels you attach to contacts. They're the simplest way to organise who's who, and they're what most segments end up filtering on.

Manage the tag list in Settings → Tags.

What tags are for

Filtering the inbox — show only conversations tagged urgent or wholesale.
Building segments — most segment conditions are tag conditions. See Segments.
Triggering workflows — the Tag Added trigger starts a flow when a specific tag lands on a contact.
Recording state — "asked about sizing", "requested a callback", "returned an order".

Adding tags

How	When
Manually	From the contact profile or the inbox sidebar.
Workflow	The Add / Remove Tag node.
AI agent	An agent can tag a conversation it handled.
Import	Tags supplied in a CSV import.
System	Enscale adds a few automatically.

System tags

Enscale manages some tags itself. The one you'll see most:

Tag	Meaning
`back-in-stock-waitlist`	The contact is waiting on at least one product. Removed when their last waitlist entry clears.

Don't remove system tags by hand — they're the index Enscale scans, and removing one silently drops that contact from the feature.

Tags are exact

VIP, vip, and Vip are three different tags. Segment conditions match exactly.

Pick a convention early — lowercase with hyphens works well — and add tags from the managed list in Settings → Tags rather than free-typing them, so you don't end up with four spellings of the same idea.

Tag-driven automation

The Tag Added trigger turns tags into a general-purpose automation hook. Tag a contact from anywhere — manually, from a workflow, from an AI agent — and a flow starts.

A common pattern:

Trigger: Tag Added — "requested-callback"
  → Assign to Agent (human)
  → Notify the team

Another, for building a nurture sequence:

Trigger: Order Created
  → Condition: order total > 200
  → Add / Remove Tag: add "high-value"

Trigger: Tag Added — "high-value"
  → Wait 7 days
  → Template Message: VIP offer

Splitting the work across two flows this way keeps each one readable, and lets you tag from multiple sources into the same follow-up.

Shopify tags are separate

The Add / Remove Tag node can write tags to an Enscale contact, a Shopify order, or a Shopify customer. These are different systems:

Enscale contact tags drive segments, inbox filters, and the Tag Added trigger.
Shopify order and customer tags appear in Shopify admin and can be used by other Shopify apps.

Tagging a Shopify customer doesn't tag the Enscale contact, or vice versa. Choose the target deliberately in the node config.

Next steps

Segments — turning tags into audiences.
Contacts — the rest of a contact profile.
Node reference — the Add / Remove Tag node.

Tags