Tags and custom fields

Use the billing tag to group invoice questions. Store an individual order reference in a custom field so an operator can check or update the exact value without creating another tag for every customer. Tags describe categories of work. Fields hold the details of a particular case.

Create and maintain tagsCopy Anchor Link

Open Settings → Tags to review the shared list and each tag's scope. A billing tag can group invoice questions, while urgent helps the team find work needing prompt attention. Select Create tag when the required category doesn't exist. Edit or delete old definitions once you've checked where they are used.

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Store structured informationCopy Anchor Link

Under Settings → Custom fields, select Create Field. Give the field a clear label, choose its data type and decide whether it belongs to the visitor or a conversation. Use this for something like an order number. Creating a new tag for every individual order would make the tag list unusable.

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Select a type and where the value belongsCopy Anchor Link

The editor supports Text, Number, Select and Checkbox. Use Text for a TopSoft4U order reference that may contain letters or leading zeros. Use Number only for values your team will compare numerically. With Select, define a fixed set of possible values to keep reporting consistent instead of collecting several spellings of the same status.

Choose whether the field belongs to Conversations or Visitors, then set Required and Active as needed. Give it visitor-facing labels for each enabled content language. Its technical key stays stable across translations. Check its site scope if your organization runs separate storefronts.

Connect tags to a workflow or APICopy Anchor Link

A Rule can tag a billing conversation after matching its conditions. For integrations that need to label a visitor profile instead, use POST Add tag to visitor. The visitor API is separate from automatic conversation tagging.

Check who uses a field before deleting its definition. Do not store passwords or payment secrets in either area. You can reference your existing tag definitions from Rules.