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How to tag and segment your WhatsApp customers

Used labels in the WhatsApp Business app? In Lead Pattern they are called tags — and they go further: filter the team inbox by them, and turn them into saved audiences for broadcasts.

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Short answer

In Lead Pattern open a customer or their chat and add a tag (VIP, Lead, Wholesale…). Store values like city or plan in custom fields. Then in Customers build a segment by combining tags, custom fields and opt-in status, save it, and pick it as the audience when you create a broadcast.

Customer segments (Help Center)

Step by step

How to do it in Lead Pattern

Agree on a short tag list

Pick a few clear tags with your team — New lead, VIP, Wholesale, Needs follow-up. “VIP”, “vip” and “V.I.P.” would be three different tags.

Tag customers

Open a chat and use the tags control in the header, or open the customer in Customers. A customer can have several tags. Tag a whole list while importing it from Excel.

Add custom fields for details

Use custom fields for values — city, plan, renewal date. A List field (fixed choices like Basic / Pro) keeps the data clean for filtering.

Build a segment

In Customers, open segments, add filters — tags, custom fields, opt-in status — and save it with a clear name.

Broadcast to it

In Broadcasts, pick the segment as your audience. Opted-out customers are left out automatically.

Dynamic or static segment?

Dynamic — re-checked every time you use it, so it always holds whoever matches now. Good for "all new leads this week".
Static — a fixed snapshot of who matched when you made it. Good for a one-time campaign.

Let bots do the tagging

A bot's Add / remove tags step can tag customers automatically — for example tag "Interested" when someone taps a button, or remove "New lead" once handled. The On attribute change trigger can start a follow-up when a custom field changes, say when a lead's status becomes "qualified".

Tag or custom field?

Use a tag for a group (*is a VIP*). Use a custom field for a value (*renewal date: 12 March*). Custom fields can also fill template variables, so each message carries that customer's own value.

See Lead Pattern's WhatsApp CRM →

Questions people ask

Does WhatsApp Business API have labels?+

Labels belong to the WhatsApp Business app. With the API, your software does the job — in Lead Pattern they are tags, which work on both chats and customers.

Can I send a broadcast to only one tag?+

Yes. Make a segment filtered on that tag and pick it as the broadcast audience.

Can tags be added automatically?+

Yes. A bot's Add / remove tags step tags customers based on what they do — a button they tap or a keyword they send.

Does removing a tag from a chat delete the tag?+

No. The tag stays available for everyone else — it is only taken off that conversation.

Can I tag customers when I import them?+

Yes. Map a column to tags during an Excel import, or tag the whole batch, so the group is ready for a broadcast.

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How to tag and segment your WhatsApp customers

How to do it in Lead Pattern

Agree on a short tag list

Tag customers

Add custom fields for details

Build a segment

Broadcast to it

Dynamic or static segment?

Let bots do the tagging

Tag or custom field?

Questions people ask

Send bulk WhatsApp from Excel

Broadcast without saved numbers

Schedule a WhatsApp message

One number, many users

Add a WhatsApp button to a website

Set up WhatsApp auto-reply

Try it on your own number — free for 14 days.