# Tag Management System

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.

{% hint style="info" %}
**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.
{% endhint %}

## How the Tag System Works

### Automatic Tag Assignment

{% @mermaid/diagram content="graph TD;
A\["💬 Contact Messages Account"] --> B{Contact Exists in GHL?};
B -->|"❌ No"| C\["👤 Create New Contact"];
B -->|"✅ Yes"| D\["📝 Update Existing Contact"];
C --> E\["🏷️ Assign Account Tag"];
D --> F{Current Tag Matches<br/>Contacted Account?};
F -->|"❌ No"| I\["🔄 Replace with New Account Tag"];
F -->|"✅ Yes"| G\["📌 Keep Current Tag"];
E --> H\["✅ Contact Ready for Messaging"];
I --> H;
G --> H;

```
classDef incoming fill:#e3f2fd,stroke:#1976d2,stroke-width:3px,color:#000000;
classDef decision fill:#e1f5fe,stroke:#3f51b5,stroke-width:2px,color:#000000;
classDef create fill:#f3e5f5,stroke:#7b1fa2,stroke-width:2px,color:#000000;
classDef update fill:#f3e5f5,stroke:#7b1fa2,stroke-width:2px,color:#000000;
classDef tagging fill:#e8f5e8,stroke:#00695c,stroke-width:2px,color:#000000;
classDef replace fill:#fff3e0,stroke:#ff8f00,stroke-width:2px,color:#000000;
classDef ready fill:#e8f5e8,stroke:#00695c,stroke-width:2px,color:#000000;

class A incoming;
class B,F decision;
class C create;
class D update;
class E,G tagging;
class I replace;
class H ready;" %}
```

{% hint style="info" %}
**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.
{% endhint %}

### 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](https://storage.insider-society.com/edit-tag-on-wa-acc.gif)

## Tag-Based Message Routing

### Outgoing Message Flow

{% stepper %}
{% step %}

#### Contact Tag Check

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

{% step %}

#### Account Selection

The system uses the tag to determine which WhatsApp account should send the message.
{% endstep %}

{% step %}

#### Message Delivery

The message is sent through the designated WhatsApp account to maintain conversation consistency.
{% endstep %}
{% endstepper %}

### Message Routing Examples

{% tabs %}
{% tab title="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
   {% endtab %}

{% tab title="Support Scenario" %}
**Contact**: Sarah Johnson

**Tag**: `whatsnap-account-support`

**Result**: All messages to Sarah are sent from the Support messaging account

**Workflow:**

1. Sarah messages the Support number (SMS/iMessage)
2. Contact gets `whatsnap-account-support` tag
3. Support team responses use the Support account (SMS/iMessage)
4. Clear separation from sales communications
   {% endtab %}

{% tab title="Multi-Touch Scenario" %}
**Contact**: Mike Brown

**Initial Tag**: `whatsnap-account-marketing` (WhatsApp)

**Changed To**: `whatsnap-account-sales` (Twilio SMS)

**Workflow:**

1. Mike responds to WhatsApp marketing campaign (gets marketing tag)
2. Becomes qualified lead - tag changed to sales
3. All sales follow-up uses sales account via Twilio SMS for reliable enterprise delivery
4. Clear handoff between departments and platforms
   {% endtab %}
   {% endtabs %}

## 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-`

![](https://storage.insider-society.com/tag-section.png)

### Manual Tag Management

{% hint style="warning" %}
**Tag Changes**: Manually changing account tags on contact affects which messaging account and platform will be used for future messages to that contact.
{% endhint %}

**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

{% hint style="success" %}
**Workflow Power**: Tags enable sophisticated automation workflows based on WhatsApp account interactions.
{% endhint %}

**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:**

{% tabs %}
{% tab title="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
{% endtab %}

{% tab title="Account Switching" %}
**Trigger**: Contact moves to "Qualified Lead" pipeline stage **Actions**:

1. Remove `whatsnap-account-marketing` tag
2. Add `whatsnap-account-sales` tag
3. Assign to sales representative
4. Send transition message from sales account

**Benefits**: Seamless handoff between marketing and sales teams
{% endtab %}

{% tab title="Support Escalation" %}
**Trigger**: Tag `whatsnap-account-support` added + specific keyword detected **Actions**:

1. Remove basic support tag
2. Add `whatsnap-account-vip-support` tag
3. Assign to senior support specialist
4. Send escalation notification

**Benefits**: Automatic escalation to specialized support accounts
{% endtab %}
{% endtabs %}

{% hint style="info" %}
**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](https://github.com/WhatSnap/documentation/blob/main/conversations/commands-system.md) section for detailed information on direct account switching.
{% endhint %}

## Troubleshooting Tag Issues

### Common Tag Problems

<details>

<summary>Contact Not Receiving Messages</summary>

**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

</details>

<details>

<summary>Messages Sent from Wrong Account or Platform</summary>

**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

</details>

## Next Steps

After mastering tag management:

1. [**User Assignments**](https://whatsnap.gitbook.io/whatsnap-docs/account-management/settings/user-assignments) - Learn how user assignments work with tags
2. [**Conversations**](https://github.com/WhatSnap/documentation/blob/main/conversations/messaging-basics.md) - Apply tag knowledge to messaging
3. [**Workflow Automation**](https://github.com/WhatSnap/documentation/blob/main/conversations/workflow-automation.md) - Use tags in advanced workflows
4. [**Outreach Campaigns**](https://github.com/WhatSnap/documentation/blob/main/outreach/campaign-overview.md) - Leverage tags for campaign organization

{% hint style="info" %}
**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.
{% endhint %}
