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Tags & Custom Attributes Management

Summary​

Accurate customer categorization and structured data collection are fundamental to scaling high-volume WhatsApp operations.

Wabixo provides two powerful classification mechanisms:

  1. Conversation Tags (settings/tags): High-visibility, color-coded status badges applied to chat threads for live triage, routing, and operational categorization (e.g., VIP, Payment Pending, Lead Qualified, Complaint).
  2. Custom Attributes (settings/custom_attributes): Persistent customer profile variables (such as Membership ID, Loyalty Tier, City, or Date of Birth) that synchronize across contact records and merge into personalized marketing broadcasts.

1. Managing Conversation Tags​

Conversation tags appear in the chat list and the right-hand metadata sidebar of the Team Inbox, allowing agents and managers to identify customer intent at a glance.

Creating a New Tag​

  1. Navigate to Settings and select Tags (/dashboard/settings/tags).
  2. Click + Add Tag in the top right header.
  3. Fill in the tag configuration:
    • Tag Name: Enter a concise, descriptive label (e.g., Urgent Issue, New Lead, Renewal Due).
    • Color Code: Select a distinct HEX color or choose from the visual palette to make the tag instantly recognizable in chat lists.
    • Description (Optional): Provide guidance for team members on when this tag should be applied.
  4. Click Save Tag.

Tag Application Methods​

Tags can be attached to conversations through three distinct channels:

  • Manual Agent Tagging: Support and sales agents can apply or remove tags directly inside the Team Inbox right-hand sidebar.
  • Automated Bot Actions: The Visual Bot Builder can automatically assign tags when customers choose specific options (e.g., clicking "Talk to Sales" attaches the Sales Lead tag).
  • Keyword Action Triggers: Inbound keyword matches can automatically assign tags before routing the chat to an agent queue.

Tag Auditing & History​

Wabixo tracks complete tag lifecycle events. Clicking the Tag History tab inside a chat's right panel reveals who applied each tag, the exact timestamp, and whether it was attached manually or by an automation sequence.

2. Managing Custom Attributes (Contact Variables)​

Standard address books only record a contact's name and phone number. Custom Attributes empower your team to store tailored operational and CRM data fields directly on customer WhatsApp profiles.

Accessing Custom Attributes Settings​

  1. Navigate to Settings and select Custom Attributes (/dashboard/settings/custom_attributes).
  2. The dashboard displays all defined attribute fields, their data types, and status.

Supported Field Data Types​

Attribute TypeDescriptionCommon Use Cases
Text (String)Freeform alphanumeric characters.Customer City, Preferred Stylist, Referral Source, Company Name.
NumberNumeric values supporting math comparisons.Loyalty Points Balance, Total Orders, Age, Visit Count.
DateCalendar date values.Membership Expiry, Date of Birth, Anniversary Date, Last Service Date.
Select / DropdownPredefined list of selectable choices.Customer Tier (Gold, Silver, Platinum), Gender, Preferred Language.

Creating a Custom Attribute​

  1. Click + Add Custom Attribute.
  2. Define the Attribute Key (e.g. loyalty_points or preferred_branch) used in backend system mappings.
  3. Define the Display Label shown to agents (e.g. "Loyalty Points Balance").
  4. Select the appropriate Data Type.
  5. Set whether the field is Required or Optional during manual contact entry.
  6. Click Save Attribute.

3. Utilizing Custom Attributes in Marketing & Broadcasts​

Once defined, Custom Attributes become dynamic merge variables in your outbound communication:

1. Dynamic Meta Template Personalization​

When drafting Meta WhatsApp templates, map custom attributes to variable placeholders:

Hello {{1}}, your {{2}} membership expires on {{3}}. You currently have {{4}} reward points available to redeem!

Wabixo automatically replaces {{1}} with First Name, {{2}} with Customer Tier, {{3}} with Membership Expiry, and {{4}} with Loyalty Points.

2. Audience Segmentation & Cohorts​

In Segmentation (/dashboard/segmentation), create targeted marketing cohorts based on attribute criteria (e.g., Find all contacts where membership_expiry is within the next 7 days AND loyalty_points > 500).

Best Practices​

  • Standardize Tag Names: Agree on a company-wide naming convention (e.g. Dept: Sales, Status: Pending Payment) to avoid duplicate or conflicting tags.
  • Color Consistency: Use high-contrast red/orange colors for urgent or escalation tags and greens/blues for routine sales and inquiry tags.
  • Review Regularly: Archive unused tags and attributes periodically to keep agent sidebars uncluttered and focused.