Contacts, tags, fields and segments

Everyone who comments, replies to a story or DMs you becomes a contact, along with where they came from and when they were last active.

Tags and labels

Tags are free-form and can be added by hand, in bulk, or by automations. Labels are a shared, colour-coded list your team uses in both the inbox and contacts.

Managing tags

Settings → Tags lists every tag with the number of contacts that carry it. From there you can:

• Give a tag a colour.
• Rename it — the new name replaces the old one on contacts and in every rule and automation.
• Merge it into another tag — its contacts and rules move onto the tag you keep and the old tag is removed.
• Delete it — it comes off every contact and rule, and this can’t be undone.
• Add tags that are already on contacts but missing from the list, in one click.

Renaming, merging and deleting follow the tag everywhere it’s used — contacts, segments, routing rules, flow conditions and actions that add or remove it. The confirm step tells you what will change, for example “Also rewrites it in 2 automations, 1 segment and 1 routing rule”.

Custom fields

Under Contacts → Fields, add your own fields — text, number, date or yes/no — and fill them in on each contact’s profile, through a CSV import, or from a flow.

Bot fields (Settings → Fields) hold one value for your whole account, such as this week’s discount code. They use the same {{key}} tokens. If a contact has its own value for a key, that wins; if it’s empty, the bot field’s value is used.

Use a field in any message or button label from the Personalize menu. It’s inserted as a token such as {{order_number}}; add a fallback — {{order_number|your order}} — for anyone who doesn’t have a value.

Segments

A segment is a saved list defined by rules, matching all of them or any of them:

• Tag or label — has / doesn’t have
• Subscribed — yes or no
• Name or username — contains / doesn’t contain
• Source — comment, DM, story, import or manual
• Last interaction — more than, or within, a number of days
• Automation — ran / didn’t run for them
• Custom field — equals / doesn’t equal / contains

Bulk actions

Select contacts — or a whole segment — to add or remove a tag, subscribe, unsubscribe or delete them in one go.

Importing from CSV

• Up to 2,000 rows per import.
• An Instagram username column is required (a leading @ is removed).
• Name, tags and your custom fields can be mapped too. Columns called username, handle or instagram; name or full name; and tags are recognised automatically.
• Usernames you already have are skipped, not duplicated.

Working with contacts over the API

Create a key under Settings → API and choose its scopes. With it you can list contacts (optionally filtered by tag), add or remove tags, and send a DM to one contact. Sends follow Instagram’s 24-hour window, just like the inbox. Revoke a key at any time from the same page.