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Tags are a flexible way to organize and group contacts in Captivated. For example, you might use Tags to identify contacts by:
  • Customer type
  • Location
  • Service
  • Product interest
  • Lead status
  • Event or campaign
  • Communication preference
  • Other categories specific to your business
Tags can make it easier to find contacts and create targeted groups for Announcements.

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Add or Remove Tags

You can add or remove Tags from an individual contact or multiple contacts at once.
Screenshot 2026 08 14 At 11 04 54 AM

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Tag Multiple Contacts

From Contacts:
  1. Select the contacts you’d like to update using the checkboxes next to their names.
  2. Choose the option to Add or Remove Tags.
  3. Select the appropriate Tag.
  4. Apply your changes.
This is a quick way to organize several existing contacts without updating them individually.

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Tag an Individual Contact

You can also manage Tags from an individual contact record.
  1. Open the contact.
  2. Select Edit.
  3. Locate the Tags field.
  4. Add or remove the appropriate Tags.
  5. Save your changes.
Tags can also be managed from the contact details within an active conversation.
Depending on where you’re managing the contact, you may only be able to select existing Tags rather than create a new one.
Add tag to individual contact

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Find Contacts Using Tags

Use Advanced Tag Search from your Contacts list to quickly find contacts associated with specific Tags. When selecting multiple Tags, choose whether Captivated should Match Any or Match All.

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Example

Suppose you select: Lawn Treatment + Indianapolis Match Any would return contacts tagged with Lawn Treatment or Indianapolis. Match All would return only contacts who have both Lawn Treatment and Indianapolis.
Use Match All when you’re trying to create a more specific audience from several different contact characteristics.

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Rename or Merge Tags

As your Tag library grows, you may need to clean up duplicate or outdated Tags.

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Rename a Tag

Use the available Tag management options to change the name of an existing Tag. This is helpful when the category is still useful but you’d like to make its name clearer or more consistent.

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Merge Tags

If you have multiple Tags that represent the same group, you can merge them into a single Tag. For example, if your account contains:
  • Current Customer
  • Current Customers
  • Existing Customer
You may want to merge them into one consistent Tag: Current Customer This keeps your Tag library organized and makes filtering and audience selection easier.
Best Practice: Before creating a new Tag, check whether a similar Tag already exists. Consistent naming prevents your Tag library from becoming cluttered with duplicate categories.

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Merging Tags Video Walkthrough

Merge tags naming

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Bulk Tag Contacts with a CSV Import

Administrators and users with Contact Import permissions can also add Tags to a large group of contacts using a Contact Import. Add a Tag column to your CSV and enter the Tag that should be associated with each contact. During the import, map the column to the appropriate Tag field. If you’re updating contacts that already exist in Captivated, you’ll have the option to determine how Tags should be handled.
Be careful when selecting Replace Existing Tags. Existing Tags may be removed from the contact record as part of the import.
See Importing Contacts for complete instructions.

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Using Tags for Announcements

Tags are especially helpful when you regularly communicate with specific groups of contacts. For example, you could use Tags to create groups for:
  • Customers at a particular location
  • Customers receiving a particular service
  • Event attendees
  • Weather or service notifications
  • Customers who have requested specific types of communications
When creating an Announcement, Tags can help you quickly identify the appropriate recipients.
A Tag helps organize your contacts—it does not by itself indicate that a contact has consented to receive marketing or promotional text messages. Always make sure you have the appropriate consent for the type of message you’re sending.

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Tag Best Practices

  • Use simple, descriptive Tag names.
  • Establish consistent naming conventions across your organization.
  • Avoid creating duplicate Tags with slightly different names.
  • Periodically merge or rename outdated Tags.
  • Use Match All to create more specific contact groups.
  • Be cautious when replacing Tags during a Contact Import.
  • Don’t use Tags as your sole record of whether a contact has provided the appropriate messaging consent.

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Need Help?

If you need assistance organizing or managing your Tags, contact Captivated Support using the in-app Support option or text (317) 316-3600.