Tags: what your template's tags mean

A tag is a short label stuck to a customer's profile, like a sticker. It helps you find them later and tells your account what to do with them.

How they're written

The tags in your template always follow one format: type:value, lowercase, no accents. For example appt:booked or customer:vip. In accounts in English, the tags are in English, as shown here.

The ones you'll see most

• marketing-eligible: the person gave permission to receive promotions. Without it, they're left out of campaigns.
• appt:booked, appt:confirmed, appt:no-show, appt:canceled: where their appointment stands (booked, confirmed, no-show, cancelled). They're added automatically.
• review:request: you add it when you want a review request sent. See Ask customers for Google reviews.
• review:requested: a review was already requested, so they aren't asked twice.
• billing:pending: they have an unpaid invoice.
• neo:person and neo:didnt-know: NEO handed you the conversation, or didn't know the answer.
• customer:vip and customer:regular: for giving preferred treatment.

Which ones to leave alone

Permission and unsubscribe tags (permission:…, optout:…, marketing-eligible) protect your customers and you. Don't add or remove them by hand unless you know the person asked for it or agreed to it.

Tags starting with appt:, neo:, billing: and review:requested are managed by automations. If you change them, a message may not go out, or may go out twice.

Add or remove a tag

1. 1Open the customer's profile in Contacts.
2. 2In the Tags field, type or pick the tag.
3. 3To remove it, click the x next to its name.

You can also tag many people at once: see Do something with many contacts at once.

If something goes wrong

• A tag doesn't show up: maybe none of your customers has it yet.
• You're not sure a tag is safe to change: leave it as it is and ask us.

Write to us at support@neuroaistudio.com.