Tag Management System

Master WhatSnap's tag-based contact routing system to efficiently manage multiple messaging accounts across WhatsApp, SMS/iMessage, and Twilio platforms.

WhatSnap's tag management system is the backbone of multi-account messaging across all platforms. Understanding how tags work is essential for effectively managing multiple messaging accounts (WhatsApp, SMS/iMessage, and Twilio) and ensuring messages are sent from the correct phone numbers and platforms.

Core Concept: Tags determine which messaging account and platform sends messages to specific contacts. Every contact must have an account tag to receive messages through WhatSnap.

How the Tag System Works

Automatic Tag Assignment

Auto Account Tag Switching: When a contact messages a different account (with a different account tag), their existing account tag will be automatically replaced with the new account tag. This enables fluid communication where contacts can seamlessly interact with multiple messaging accounts within the same conversation window - the system simply switches which account tag is associated with that contact based on their most recent interaction.

Example: If John has whatsnap-account-sales tag (WhatsApp) and then messages your support number via SMS/iMessage, his tag will automatically switch to whatsnap-account-support to ensure all future replies use the correct messaging account and platform.

Tag Structure

WhatSnap creates tags in a standardized format:

Standard Format: whatsnap-account-[identifier]

Examples:

• whatsnap-account-0

• whatsnap-account-1

• whatsnap-account-2

Edit WhatsApp Account Tag

Tag-Based Message Routing

Outgoing Message Flow

1

Contact Tag Check

When you send a message to a contact, WhatSnap checks for the contact's account tag.

2

Account Selection

The system uses the tag to determine which WhatsApp account should send the message.

3

Message Delivery

The message is sent through the designated WhatsApp account to maintain conversation consistency.

Message Routing Examples

Sales Scenario

Contact: John Smith

Tag: whatsnap-account-sales

Result: All messages to John are sent from the Sales messaging account

Workflow:

1. John messages the Sales WhatsApp number

2. Contact gets whatsnap-account-sales tag

3. All future messages to John use the Sales account (WhatsApp)

4. Conversation remains consistent from one number

Support Scenario

Multi-Touch Scenario

Managing Tags

Viewing Contact Tags

In GoHighLevel Contact Page:

1. Navigate to the Contacts section

2. Open any contact record

3. View the Tags section

4. Look for tags starting with whatsnap-account-

In GoHighLevel Conversional Page:

1. Navigate to the contact conversation

2. Open the right sidebar and view the Tags section

3. Look for tags starting with whatsnap-account-

Manual Tag Management

Tag Changes: Manually changing account tags on contact affects which messaging account and platform will be used for future messages to that contact.

Adding Tags:

1. Open the contact record in GHL

2. Navigate to the Tags section

3. Add the desired whatsnap-account-[name] tag

4. Save the contact

Switching Messaging Accounts:

1. Remove current whatsnap-account- tag

2. Add new whatsnap-account- tag for desired account

3. Future messages will use the new account and platform (e.g., switching from WhatsApp to SMS/iMessage)

Tag-Based Filtering and Organization

Contact Filtering

Use tags to filter and organize your contacts by WhatsApp account:

Filter Examples:

• All Sales Contacts: Filter by whatsnap-account-sales

• Support Inquiries: Filter by whatsnap-account-support

• Regional Contacts: Filter by whatsnap-account-california

• Campaign Responses: Filter by whatsnap-account-marketing

Filter Benefits:

• Account-Specific Views: See only contacts for specific WhatsApp accounts

• Performance Analysis: Analyze results by account/department

• Team Management: Show team members only their assigned contacts

• Campaign Tracking: Track results from specific outreach accounts

Workflow Integration

Workflow Power: Tags enable sophisticated automation workflows based on WhatsApp account interactions.

Tag-Based Workflow Triggers:

• Tag Added: Trigger when specific account tag is assigned

• Tag Removed: Trigger when account tag is changed

• Tag Contains: Trigger based on any WhatSnap account tag

• Multiple Tags: Complex logic with multiple account tags

Workflow Examples:

Departmental Routing

Trigger: Tag whatsnap-account-sales added Actions:

1. Assign to sales team member

2. Add to sales pipeline

3. Send welcome message from sales account

4. Schedule follow-up sequence

Benefits: Automatic qualification and routing based on WhatsApp account contacted

Account Switching

Support Escalation

Workflow Account Switching: When crafting workflows, you can set a contact's associated WhatsApp account by switching tags using "Remove Tag" and "Add Tag" actions. However, this approach multiplies the number of actions required and adds visual complexity to your workflow design.

To simplify this process, WhatSnap implements a Commands System that allows you to switch WhatsApp accounts directly using commands in the SMS area, making account switching more streamlined and efficient.

📖 Learn More: See the dedicated Commands System section for detailed information on direct account switching.

Troubleshooting Tag Issues

Common Tag Problems

Contact Not Receiving Messages

Possible Causes:

• Contact missing messaging account tag

• Tag references disconnected account

• Tag name doesn't match any connected account

• Trial expired

Solutions:

• Check contact has appropriate whatsnap-account- tag

• Verify the tagged account is connected and active

• Update tag to reference active messaging account

• Activate WhatSnap account with a credit card and active payment

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Messages Sent from Wrong Account or Platform

Possible Causes:

• Contact has multiple messaging account tags

• Tag references different account than expected

• Tag was manually changed incorrectly

• A workflow is causing the issue

Solutions:

• Remove duplicate messaging account tags

• Verify tag matches intended messaging account and platform

• Check tag spelling and format accuracy

• Check last workflow activated on the contact page

Messages going to the wrong account? Salvador can diagnose tag conflicts and fix your routing logic → Message Salvador now

Next Steps

After mastering tag management:

1. User Assignments - Learn how user assignments work with tags

2. Conversations - Apply tag knowledge to messaging

3. Workflow Automation - Use tags in advanced workflows

4. Outreach Campaigns - Leverage tags for campaign organization

Tag Mastery: Understanding the tag system is crucial for effective multi-account WhatsApp management. Take time to plan your tag structure before scaling to multiple accounts.