Customer Tags
Label customers with tags, then use those tags to filter, assign, and route people through your campaigns.
Tags are simple labels you put on a customer, like "VIP", "Spanish speaker", or "AEP 2027 plan changes - Red". A customer can have as many as you want. They're handy on their own for filtering, but where they really shine is routing: a Pulse can send people down different paths based on their tags.
Adding tags to a customer
Open a customer's profile. Their tags show up in the header, right next to their status.
- Click + to add one. Start typing to search your existing tags, or pick Create "your tag" to make a new one.
- Remove a tag from the same spot.
Some features add tags for you. The Plan Crosswalk, for example, tags every member it checks with their AEP color.
Finding customers by tag
On the Customers page, there's a Tags column and a Tags filter. Filter by a tag to pull up everyone who has it, then select them to take bulk actions like adding them to a campaign.
Assigning customers by tag
Customer Assignment rules can use Customer Tag as a condition. For example, "when a customer has the Spanish speaker tag, assign them to Maria."
Routing in a Pulse by tag
Add a Routing step to your Pulse and choose the Customer Tags field. Then pick:
- Has any of: the customer has at least one of the tags you choose.
- Has none of: the customer has none of them.
The first branch whose rules all match wins. Anyone who doesn't match a branch goes down the Default branch, so make sure that path makes sense too.
Tags are checked at the moment the customer reaches the Routing step, so if you add or remove a tag later, it affects what happens the next time they hit a Routing step.
You can also create a new tag right from the Routing step by typing a name and picking Create tag.
If you delete a tag that a Pulse routes on, that branch stops matching and people fall through to the Default branch. Check your Pulses before cleaning up tags.