Tags

Label customers so you can filter your inbox, build audiences, and kick off automations.

Tags are your own labels on customers — vip, wholesale, asked-about-sizing, complained. They're the simplest tool in Enscale and they end up doing more work than almost anything else.

Manage the list in Settings → Tags.

What you'd use them for

Filtering your inbox — show only conversations tagged urgent, or only wholesale customers.
Building audiences — most segments end up being "customers with this tag".
Starting automations — the Tag Added trigger runs a flow the moment a tag lands.
Remembering things — "asked about sizing", "wants a callback", "returned an order". Your team's shared memory.

How tags get added

How	When you'd use it
By hand, from the contact or inbox sidebar	One-offs, while you're in a conversation
From an automation, with the Add / Remove Tag step	At scale, based on rules
By an AI agent	Letting AI categorise what it handled
From a CSV import	Bringing labels in with a list
Automatically by Enscale	System tags, below

System tags

Enscale manages a few itself. The one you'll actually see:

Tag	What it means
`back-in-stock-waitlist`	This person is waiting on at least one product. Removed when their last waitlist entry clears.

Don't remove system tags by hand. Enscale uses them to find the right people — deleting one silently drops that customer out of the feature, with no error and no obvious symptom.

Tags are exact — pick a convention now

VIP, vip and Vip are three different tags. Segment rules match exactly, so a segment looking for vip will silently miss everyone tagged VIP.

Two habits save you from this:

Pick a format and stick to it. Lowercase with hyphens (high-value, wants-callback) is easy to remember and hard to get wrong.
Add tags from the managed list in Settings → Tags rather than free-typing them each time. That's what stops you ending up with four spellings of the same idea and a segment that's quietly missing half its members.

Worked example: a VIP follow-up, built from two automations

Say you want customers who spend over ₹5,000 to get a thank-you and an offer a week later.

You could build it as one long flow. It's easier to split it in two, using a tag as the join:

Automation 1 — spot them

Trigger: Order Created
  → Condition: order total > ₹5,000
  → Add Tag: "high-value"

Automation 2 — follow up

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

Why bother splitting it? Because now anything can make someone a VIP. You can tag a customer by hand after a great phone call, or have an AI agent tag someone who mentioned a bulk order, and they all flow into the same follow-up. You never touch the second automation again.

That's the general pattern: tag from many places, act in one place.

Another one worth stealing

Trigger: Tag Added — "wants-callback"
  → Assign to a human agent
  → Notify the team

Now anyone — a team member, an AI agent, an automation — can tag wants-callback and the right person gets pulled in immediately.

Enscale tags and Shopify tags are different things

The Add / Remove Tag step can write to three different places, and it matters which you pick:

Tagging this	Does what
Enscale contact	Drives segments, inbox filters, and the Tag Added trigger
Shopify customer	Shows in Shopify admin; usable by your other Shopify apps
Shopify order	Shows on the order in Shopify admin

Tagging a Shopify customer does not tag the Enscale contact, or the other way round. They're separate systems that happen to both call it a tag.

If your segment isn't picking anyone up, this is the first thing to check — the automation may be tagging Shopify when you meant to tag the contact.

Next steps

Segments — turning tags into audiences you can message.
Contacts — everything else on a customer record.
What an automation can do — the Add / Remove Tag step.

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