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Customer Tags Documentation

Menu Location: Settings > Customer Tags (admin-edit.php?table=special_tags)

Access Level: Manager / Administrator

Last Updated: 2026-03-01

Overview

Customer Tags (Special Tags) are labels you can apply to customers for segmentation, filtering, and targeted communications.

Primary Functions:

  • Create custom tags
  • Apply tags to customers
  • Filter customers by tags
  • Send targeted emails/SMS to tagged customers
  • Track tagged customer groups

Tag Management

Creating Tags

Fields:

  • Tag Name: Descriptive label (e.g., "VIP", "At-Risk", "Newsletter")
  • Description: Internal notes about tag purpose
  • Color: Visual identifier (optional)
  • Active: Whether tag is in use

Tag Examples:

  • VIP Customers
  • Trial Members
  • At-Risk Churn
  • Newsletter Subscribers
  • Special Dietary Needs
  • Referred by Partner
  • Event Attendees

Applying Tags

Tag Individual Customer

From Customer Account:

  1. Open customer info
  2. Find "Tags" section
  3. Select tag from dropdown or type to search
  4. Click "Add Tag"
  5. Tag appears on customer profile

Remove Tag

  1. View customer's tags
  2. Click X next to tag
  3. Tag removed immediately

Bulk Tagging

Tag Multiple Customers:

  1. Go to Customers page
  2. Filter/search for target group
  3. Select customers (checkboxes)
  4. Bulk Actions > Add Tag
  5. Select tag
  6. Apply to all selected

Using Tags

Filter by Tag

In Customers Page:

  1. Use "Filter by Tag" dropdown
  2. Select tag
  3. View only tagged customers
  4. Export, email, or perform actions on group

Targeted Communications

Email Tagged Group:

  1. Filter customers by tag
  2. Select all or specific customers
  3. Click "Send Email" action
  4. Compose message
  5. Send to tagged group

SMS Tagged Group: Same process using SMS action

Tag-Based Automation

Tags can trigger automated actions:

  • Welcome series for "New" tag
  • Re-engagement for "At-Risk" tag
  • Special offers for "VIP" tag
  • Dietary alerts for allergy tags

(Configuration varies by system)

Common Use Cases

Use Case 1: Create VIP Program

Goal: Tag high-value customers for special treatment

Steps:

  1. Create "VIP" tag
  2. Filter customers by lifetime value
  3. Bulk tag top customers
  4. Set up VIP email template
  5. Send quarterly VIP updates

Use Case 2: At-Risk Retention

Goal: Tag and re-engage customers at risk of canceling

Steps:

  1. Create "At-Risk" tag
  2. Identify customers with skips/issues
  3. Tag identified customers
  4. Send targeted retention offer
  5. Monitor reactivation rate

Use Case 3: Event Segmentation

Goal: Track customers attending events

Steps:

  1. Create "Summer Event 2026" tag
  2. Tag attendees as they RSVP
  3. Send event reminders to tagged group
  4. After event, send follow-up email
  5. Measure event impact on retention

Tag Best Practices

Organization

  • Use consistent naming conventions
  • Document tag purposes
  • Archive outdated tags
  • Limit total number of active tags

Data Quality

  • Remove tags when no longer relevant
  • Periodically audit tag usage
  • Combine overlapping tags
  • Train team on tag standards

Troubleshooting

Tag Not Appearing

  • Check tag is Active
  • Verify permissions
  • Refresh customer page
  • Clear browser cache

Can't Remove Tag

  • Check admin permissions
  • Verify tag exists on customer
  • Try from customer info page
  • Customers - Apply and filter by tags
  • Email Queue - Send to tagged groups
  • Promotions - Target promotions by tag

Quick Reference

Task Action
Create tag Add New > Enter name > Save
Tag customer Customer page > Add Tag
Remove tag Customer page > Click X on tag
Filter by tag Customers > Tag filter dropdown
Bulk tag Select customers > Bulk Actions > Add Tag
Email tagged group Filter by tag > Send Email

End of Documentation