WhatsApp Business It has positioned itself as one of the key tools for any business that needs to communicate with its customers in a simple, direct, and organized manner. Efficient contact management and conversations are essential to increasing sales, building customer loyalty, and optimizing customer service. One of the most powerful features the platform offers is the use of labels, an intuitive organization system that allows you to quickly segment, classify, and locate any chat or client, regardless of the volume of conversations you have.
Have you ever found yourself lost among dozens or hundreds of chats? Do you feel like your sales opportunities are fading away because you can't properly follow up? If so, Labels on WhatsApp Business They can revolutionize the way you work, allowing you to create a complete client management system from your mobile device. Here, you'll learn step-by-step how to organize clients with tags, create and customize new ones, edit and manage them, group contacts, use advanced tricks, and leverage their full potential to gain a commercial and competitive advantage.
What are labels in WhatsApp Business and what are they used for?
Labels in WhatsApp Business They are a native functionality that allows classify and organize chats and contacts Based on custom criteria or based on the status within your sales process. This tool is essential for any company that wants to:
- Follow the evolution of each client and each order
- Quickly identify what phase each conversation is in
- Filter and access important chats in seconds
- Improving care through segmented communication
- Manage large volumes of messages without missing opportunities
When you set up WhatsApp Business for the first time, the app offers you several options: default tags with names oriented to the sales cycle:
- New customer: for contacts communicating for the first time
- New order: to identify new purchases
- Pending payment: for follow-ups on unfinished collections
- Paid out: for contacts who have made the payment
- Order completed: for purchases or cycles that have already been completed
In addition to these basic labels, WhatsApp Business allows you to create up to 20 additional labels, each with its own color and name, fully adapting to the nature of your business (VIP contacts, complaints, partners, suppliers, frequent customers, etc.). This limit is sufficient for the majority of small and medium-sized enterprises, although if your business grows and you need even more options, some integrations with external CRMs can expand these capabilities.
Key benefits of using labels on WhatsApp Business
- Instant Organization: Sort all chats by customer type, status, priority, or any other criteria that interests you.
- Simplify tracking: Access all contacts in a group (for example, all pending orders) in seconds.
- Improve efficiency: Allows your team to identify priority conversations, unanswered chats, or stalled sales.
- Smart segmentation: Use the labels to send personalized messages or mailing lists to specific groups.
- More personalized attention: Customers perceive communication as fast, relevant, and professional.
- Control chat volume: You can manage hundreds or thousands of conversations without losing the commercial thread or the quality of service.
How to create labels on WhatsApp Business step by step
Creating custom labels is the foundation for adapting WhatsApp Business to your business environment. Follow these steps to create and manage your own labels:
- Opens WhatsApp Business on your device.
- Enter the menu Configuration.
- Choose Tools for the company.
- Accede to Tags.
- Press on Add new tag or the “+” icon.
- Write the tag nameHere you can use terms like "Interested," "Technical Support," "Pending Feedback," "Students," "Distributors," "Internal Team," etc.
- You can choose color from the label to visually identify it.
- Save it and it will be available for immediate use.
To edit an existing labelSimply go to the tags section, select the one you want to modify, and use the "Edit" option to change its name or color. If a tag becomes unusable, you can easily delete it.
How to assign labels to contacts and chats
Tagging chats or contacts is a quick process, and there are several ways to do it depending on your workflow:
From the main chat list
- Long press on the chat you want to tag.
- Click the sticker icon that appears in the top bar.
- Select one or more existing tags or create a new one instantly.
- Save the changes.
From an individual conversation
- Enter the customer or contact chat.
- In the top right corner, tap the three vertical dots.
- Choose More & AFTER Tag chat.
- Select the tags you want to assign and confirm.
Note: You can assign multiple labels to a single chat, so a contact can be, for example, listed as a "VIP Customer" and at the same time a "Pending Order." This increases the segmentation and follow-up possibilities.
How to edit, delete, or customize labels on WhatsApp Business
Tag management is completely flexible:
- To edit a label accesses the labels section, click on the one you want to modify and tap “Edit” to change the name or associated color.
- To delete a label, select the label and use the “Delete label” option. WhatsApp will ask for confirmation. Deleting a label doesn’t delete chats, just their rating.
- You can reassign colors as many times as you want to facilitate visual identification.
Customize labels based on your industry and customer types. For example, an academy can create labels such as "New Students," "Regular Students," "Pending Exams," while a retailer might have "Orders Ready," "Urgent Shipping," or "Regular Customers."
Practical examples of organizing with labels: segment like a pro
The organizational possibilities are virtually endless. Here are examples of how you can use and combine tags to create a complete sales and contact tracking system:
Classification by type of client or public
- New clients: People who are interested or have contacted for the first time
- Returning customers: have made several purchases
- VIP Clients: high volume, frequent purchases or high potential
- Partners or distributors: other professionals or strategic allies
- Internal team: employees or collaborators for internal communication
- Event attendees: for specific updates and reminders
Classification by order status or commercial phase
- Order received: registered purchase requests
- In process: orders prepared or in process
- Pending payment: contacts who must complete the payment
- Paid out: purchases already paid for
- Order completed: orders that have been delivered and closed
- Abandoned cart: customers who did not complete the purchase
Classification by monitoring needs or actions
- Interested/potential client: Contacts who have requested information but have not purchased
- Request feedback: post-sales follow-up and satisfaction surveys
- Active promotions: customers interested in discounts or special campaigns
- Technical support: for recurring incidents or questions
Advanced tips to get the most out of tags
- Automate responses: Combine the use of labels with quickly answers to answer frequently asked questions based on the phase or type of client.
- Use smart broadcast lists: Once you have tagged your target audience you can create mailing lists (up to 256 contacts), manually selecting those who share the same tag. This allows you to send targeted and personalized campaigns, payment reminders, feedback surveys, or promotions.
- Remember to follow up: Use “Pending Response,” “Follow-up,” or “To Be Closed” labels to reduce forgetfulness and increase conversions.
- Collects after-sales information: Tag contacts who have received your orders and ask for feedback, improvements, and testimonials.
- Promotes loyalty: Create tags for customers who are active in promotions or participating in special events and send them personalized rewards.
- Integrate with a CRM: If you manage large volumes of conversations, CRMs for WhatsApp (such as manage your catalogs) allow you to centralize and automatically assign chats to agents, manage sales funnels, and leverage tags beyond WhatsApp Business' native capabilities.
- Manage priorities visually: Make the most of colors to visually identify urgent orders, complaints, strategic clients, or more critical stages.
Mailing lists and tags: differences and how to combine them
The labels and mailing lists are complementary tools in WhatsApp Business. Labels allow you to organize and filter chats according to the criteria you determine, while broadcast lists are used to send personalized mass messages to segmented groups of contacts. You can create a mailing list by manually selecting contacts who share the same tag, making it easier to send relevant information only to those who really need it.
Frequently asked questions about labels on WhatsApp Business
How many labels can I create?
WhatsApp Business allows you to create up to 20 new labels and customize them with names and colors. You can also use and modify the default ones. If your business requires more organizational capabilities, consider expanding your system with a optimized profile.
Can I send automatic messages to all contacts in a label?
WhatsApp Business doesn't offer a native feature to send automatic messages to all contacts with the same label. Remember, you can also check how WhatsApp broadcast lists work for specific campaigns.
What benefits does my company get from using labels?
With labels, you improve the management of your conversations, organize and prioritize tasks, facilitate post-sale follow-up, and segment communications for each customer, which translates into greater efficiency and better conversion and satisfaction rates.
Common mistakes when organizing clients with labels and how to avoid them
- Do not update labels: It is essential to review and change labels as the customer progresses through the purchasing or service process.
- Too many unclear labels: Use clear names and avoid creating too many similar labels that can be confusing.
- Forgetting to remove past tags: If an order has been completed, update the label to avoid errors in future campaigns.
- Do not share organizational charts if you work in a team: If you're using multi-agent WhatsApp Business or CRM integrations, make sure everyone understands and uses the same tag system.
Real examples of the use of labels in different sectors
- Academies and educational centers: Labels such as “Open Enrollment,” “Regular Students,” and “Scholarship Students” make it easier to send reminders or specific teaching materials.
- Restaurants and delivery: “Order in kitchen,” “Delivered,” “Payment pending,” “Feedback requested.” Send surveys after delivery and quickly manage incidents.
- Electronic commerce: "Abandoned Cart," "Active Promotion," "Order in Transit," "Invoice Sent." This allows for recovery campaigns and improved logistics tracking.
- Professional services: “Lead”, “Appointment Scheduled”, “Proposal Sent”, which improves conversion and reduces the rate of loss of interested customers.
Tips and best practices for optimizing customer organization on WhatsApp Business
- Design a label scheme according to your sales process: It's a good idea to create a tag flow that follows your business's customer lifecycle.
- Periodically check the status of the labels: Clean or relocate contacts at least once a week.
- Use consistent colors: Assign similar colors to related phases, helping you quickly identify the stage of each contact.
- Record feedback and notes: If you have CRM integrated, add notes to chats along with the label for full context.
- Educate your team: If you have a sales team or agents, make sure everyone uses the same labeling system to avoid confusion.
- Evaluate the results of your organization: If after a few weeks you find that certain tags are not being used or new needs arise, adapt your system.
Implementing an efficient customer organization system with labels in WhatsApp Business is key to turning your messaging into a powerful business tool, increasing productivity, reducing errors, and providing top-notch service. Customize your labels to suit your business, use advanced tips, and explore CRM integrations to take your customer and sales management to the next level.
