Help Center
All topics
Get started8Account, team & permissions44Units & fields70Records, views & tasks39WhatsApp & Cortex Chat68Email & social27Lead ads & distribution38Automations52Documents & quotes32Dashboards40Cortex AI18Developers & API12
Help Center·448 guidesAll topicsContact support
Help CenterWhatsApp & Cortex ChatEveryday

Sort conversations with tags

Tags come from the workspace’s tag list. Put a tag on a chat and it’s added to the linked client record, and the other way round.

4 min
Open in Corteksa
Before you start · for managers and agents
Adding a tag to a chat: being able to see the chat. Creating tags: the permission to edit units.
  • You need: Adding a tag to a chat: being able to see the chat. Creating tags: the permission to edit units.

Steps

1
Create the tags first, from the tag settings or from the tag picker inside a record. Choose a name of up to 100 characters, and a color.
2
From the chat’s menu, open Tags, search in Search tags and tick the tag.
The tag shows on the chat and on the linked record.
3
To remove a tag, untick it in the same list.

How it works

One list: tags are shared by records, chats and email. You can’t create a new tag from the chat’s tag picker.

Syncing with the record: adding a tag to a chat adds it to the chat’s record, and so to the record’s other chats. Changing a record’s tags updates all its chats.

The tag doesn’t sync during: bulk editing of records, imports, and the moment a chat is linked to a record. An automation that sets a record’s tags replaces the tags on its chats.

One tag or several? If the workspace’s tag field allows one value, the new tag replaces the old one.

A deleted tag: if you delete a tag that’s still in use, it’s archived instead of deleted. It stays on chats, faded, and you can remove it, but it no longer shows for choosing.

Corteksa tags aren’t sent to the WhatsApp app.

If something goes wrong

What you see
Why
What to do
“This workspace allows one tag per chat”
The tag field is set to one value.
Ask the owner to allow several values in the tag field, or choose one tag.
“These aren’t tags that can be given to this chat”
The tag was deleted or doesn’t exist.
Choose a tag from the current list.
“There’s no tag list in this workspace”
No tag has been created yet.
Create the first tag from the settings.
The tag didn’t show on the record
The chat isn’t linked to a record.

A real example

Basma Clinics
The situation

Management wants to know how many confirmed bookings come from WhatsApp each week.

What they did
  1. They created a green “Booking confirmed” tag.
  2. The receptionist puts it on the chat after confirming, and it shows on the patient’s record.
  3. They built a dashboard that counts the records with this tag.
The result

An accurate weekly number, with no manual spreadsheets.

A made-up company, to show the idea. The numbers are rounded.

Good to know

A tag name is up to 100 characters.
Bulk adding or removing takes up to 200 chats.
Did this guide solve it?
If not, we’ll ask what was missing.
Next, you might need
Bulk actions
Step by step · 3 min
Filter chats
Look it up · 5 min
Chats and records
Explains · 6 min
Open in Corteksa
Did this guide solve it?

We read every answer. To get a reply, use Contact support.