Here are answers to common questions about working with tags, along with guidance on the points people often find confusing.
What is the difference between a tag and a Segment?
A tag is a "label" you attach to a friend, while a Segment is a "group" of friends filtered by conditions. They serve different roles, so you use each one for its own purpose.
| Concept | Role | How you create or apply it |
|---|---|---|
| Tag | A marker attached to each individual friend | Applied from the friend info panel in the inbox or the friend list, or assigned automatically by a Workflow |
| Segment | A collection of friends that match a condition | Filtered by conditions such as "has this tag" |
A tag can be used as a filter condition for a Segment. For example, if you attach a "VIP" tag, you can create a Segment of "friends with the VIP tag" and send a Message Broadcast to that group.
The help article on Segments explains how to create one in detail.
Can I apply tags in bulk?
With a Workflow, you can automatically apply tags to friends who match a condition, so there's no need to add them one by one by hand.
When you tell the agent your goal, such as "I want to tag people three days after they add me as a friend," it shapes this into a Workflow and asks for your confirmation before running it. If the content looks good, choose "Approve"; if you'd rather not proceed, choose "Cancel".
If you want to set it up yourself, add the "Add or remove a friend tag" action to your Workflow. Tags are then assigned automatically to friends who match the trigger's conditions.
When you want to apply a tag individually, open the conversation in the inbox and add it from the tag field in the friend's information. You can attach multiple tags to a single person.
What happens when I delete a tag?
When you delete a tag, it is removed from every friend who had it. It is also removed from any Segment or Workflow conditions that used it, so check the scope of the impact before deleting.
The delete action cannot be undone. If you need the same classification again, you will have to recreate the tag.
What to check before deleting
- Whether the tag is used as a filter condition in any Segment
- Whether the tag is used in any Workflow condition or action
- Whether you plan to keep using the same classification going forward
On the tag edit screen, you can see a list of which Segments and Workflows use the tag. Looking it over before deleting gives you peace of mind.
Where do I manage tags?
You create, edit, and delete tags all in one place, under "Tags" in "Chat Settings" within "Chat" in the navigation menu.
On this screen, you can view the list of tags, create new ones, rename them, delete them, and organize them into Folders. As your tags grow in number, organizing them into Folders makes them easier to find.
I can't create a tag
You can't create a tag if the tag name is left blank, because the tag name is required. Enter a name before saving.
If you still can't create it, check the following points.
| What to check | What to do |
|---|---|
| Whether a tag name has been entered | Enter a name, then press "Save tag" |
| Whether a LINE Official Account is selected | Select the account you own |
| Whether this is a temporary glitch | Reload the page and try again |
Can I filter conversations by the tags I've applied?
You can filter the conversation list in the inbox by tag, displaying conversations by each tag you've applied, such as "In progress" or "VIP."
When you choose a tag from the filter at the top of the conversation list, only conversations with that tag are shown. This helps you manage response status and handle specific customer segments.