Tags & Segments
Tags and segments are your primary tools for organizing contacts in the CRM. Tags work like reusable labels you apply to contacts based on behavior, lifecycle stage, or shared traits. They trigger workflows, filter reports, and enable precise targeting. Segments are dynamic filters that evaluate contacts in real-time for campaign targeting. Unlike tags, which you apply manually or via workflow, segments update automatically at send time based on conditions you define. Master both and you’ll unlock powerful automation, eliminate manual list management, and keep your database organized at scale.
Tags vs Segments
Tags are manual or workflow-applied labels. You control when they’re added, removed, or updated. Use tags to mark lead sources, track campaign participation, flag behavioral traits, or categorize contacts by lifecycle stage. Tags persist until you remove them. They’re ideal for triggering workflows, creating audit trails, and organizing your CRM.
Segments are dynamic campaign filters. You define criteria like “has tag: Hot Lead AND opened email in last 7 days” and the segment evaluates contacts every time you use it. Contacts who no longer meet the criteria drop out. New contacts who qualify get added automatically. Use segments for email targeting, SMS broadcasts, and any situation where you need live-updating recipient lists.
Tags give you control. Segments give you automation. Use tags when you need stable categories that trigger workflows or track history. Use segments when you need real-time filtering for campaigns. Most agencies use both together: apply tags via workflow, then build segments that filter by those tags plus engagement or field values.
Where Tags Work
You can create and apply tags from multiple locations across the platform. The Contact Manager lets you add tags to individual contacts or create new tags on the fly. Bulk actions let you apply tags to hundreds or thousands of contacts at once using checkboxes and the Add Tag action. Workflows can automatically apply or remove tags based on triggers, conditions, or actions, making them ideal for consistent categorization at scale. Email campaigns let you tag recipients when you send, making it easy to track who received which message or mark participation in specific campaigns.
Automation with Tags
Tags integrate deeply with the Workflow Builder. The Contact Tag trigger launches automation when a tag is added or removed from a contact, making it one of the most common workflow triggers in the platform. Use this trigger to route contacts into nurture sequences, send notifications, or update opportunity stages based on tagging logic.
The Add Contact Tag action applies tags automatically as contacts move through workflows. Use this to mark contacts who complete forms, attend webinars, click specific links, or reach key stages in your funnel. Tags create audit trails that help you track behavior over time.
The Remove Contact Tag action clears tags from contacts automatically. Use this to remove temporary flags, update lifecycle stages, or control workflow routing. Removing a tag can prevent contacts from entering other workflows or segments, so use it strategically.
Tags also work with If/Else branching. Set conditions to check whether a contact has or doesn’t have a specific tag, then route them down different paths. This enables sophisticated sequences that adapt based on contact attributes, behaviors, or campaign history.
Building Segments
Segments are created inside the email campaign builder when you select recipients. You define filter conditions using tags, custom fields, email activity, opportunity stages, or date-based criteria. Combine multiple filters with AND/OR logic to create hyper-targeted audiences. Once you save a segment, it becomes reusable across all campaigns without rebuilding the logic.
Segments evaluate contacts at send time, not when you create or schedule the campaign. If you schedule a campaign to “Contacts Engaged in Last 7 Days” for next Monday, the platform checks engagement on Monday morning. Contacts who no longer meet the criteria get excluded automatically. This real-time behavior eliminates manual list maintenance and ensures your campaigns always reach the most relevant audience.
Segments differ from Smart Lists. Smart Lists are CRM-based views for filtering contacts in your database, ideal for bulk exports or managing contact views. Segments are campaign-focused and evaluate live during sends. Both update automatically, but Smart Lists let you manually include contacts via tags while segments only include contacts who meet your defined criteria.
Pro Tips
Establish Naming Conventions: Use Title Case for all tags (“Hot Lead” not “hot lead”). Add prefixes for grouping like “Source: Facebook” or “Stage: Customer.” Avoid special characters that could break integrations. Consistent naming prevents duplicates and makes dropdowns easier to scan.
Avoid Tag Overload: Too many tags create clutter. Before creating a new tag, ask whether an existing tag or custom field would work better. Custom fields are ideal for unique data points like phone numbers or addresses. Tags are ideal for reusable categories. Audit your tag library quarterly and delete unused tags.
Document Your Tagging Strategy: Create a shared document that explains what each tag represents, when it should be applied, and which workflows use it. Include examples and edge cases. This ensures team consistency and makes onboarding new users faster.
Test Segments Before Sending: Preview the contact count and review filter logic before launching campaigns to large segments. Verify the segment includes the contacts you expect and excludes those you don’t. Send test emails to yourself to confirm targeting logic works.
Combine Tags with Opportunity Stages: Use tags to mark lead source or engagement level, then use opportunity stages to track pipeline progress. This gives you both behavioral data and pipeline visibility in one system. For example, tag contacts as “Webinar Attendee” and move them to “Qualified Lead” stage if they click the demo link.
Common Questions
Are tags case-sensitive?
Yes. “VIP” and “vip” are treated as separate tags. Establish naming conventions early to avoid duplicates. Use Title Case consistently across your account.
Will bulk tagging overwrite existing tags?
No. Adding tags in bulk appends the selected tags to each contact’s existing tag list. It does not remove pre-existing tags. Use the Remove Tag action if you need to clear tags from contacts.
What’s the difference between Smart Lists and segments?
Smart Lists are CRM-based and used for general contact filtering, bulk exports, and managing views. Segments are campaign-focused and evaluate contacts live during email sends. Both update automatically, but Smart Lists let you manually include contacts via tags while segments only include contacts who meet your defined filter criteria.
How many tags can a contact have?
There is no practical limit to the number of tags a contact can have. However, too many tags make contact records harder to read and maintain. Use tags strategically and delete unused ones regularly.
Can I manually add contacts to a segment?
No. Segments only include contacts who meet your defined filter criteria. For manual grouping, use tags or Smart Lists instead. Apply a tag via bulk action or workflow, then create a segment that filters by that tag.