Tags and custom fields

Tags and custom fields let you remember things about each contact.

• Tags are short words that group people, like vip, wholesale or diwali-2026. A contact can have many tags. Use them to choose who gets a broadcast.
• Custom fields (called Contact fields in Settings) store a value for each person, like their city, email or last order number. Use them to fill in messages and to filter.

Tags describe the contact. To mark a chat as a complaint or a hot lead, use labels instead.

How do I add a tag to a contact?

Any of these ways:

• In the inbox: open their chat, type in Add a tag in the contact panel, and click Add.
• When adding a contact: type tags in the Tags box, separated by commas.
• For many contacts: on the Contacts page, select them and click Add tag. Pick an existing tag or type a new one.
• In a CSV import: put tags in a tags column, separated by semicolons.
• Automatically: a chatbot flow can add or remove tags based on what the customer chooses.

If the tag doesn't exist yet, it's created for you.

How do I remove a tag?

• From one contact: click the × on the tag in the inbox's contact panel.
• From many contacts: select them on the Contacts page, click Remove tag and choose the tag.

How do I see all my tags?

Go to Settings → Tags & fields → Tags. Each tag shows how many contacts have it. Admins can create a tag here (type in New tag and click Add) or delete one with its ×.

Deleting a tag removes it from every contact. The contacts themselves aren't affected.

Can adding a tag start something automatically?

Yes. A sequence can be set to start when a contact gets a certain tag. Adding that tag, by hand, in bulk or by import, then puts the contact on the sequence. Check with your admin before bulk-tagging if you're not sure.

What are custom fields?

Custom fields are extra details saved for each contact, such as:

• city or area;
• email address;
• date of birth or anniversary;
• membership number or last order.

They show in the inbox's contact panel under Details.

How do I create a custom field?

You need to be an admin.

1. Go to Settings → Tags & fields → Contact fields.
2. Type a name in New field name, like City.
3. Click Add.

KiliChat gives it a short key: "City" becomes city, and "Order number" becomes order_number. The key is shown next to the field as {{attr.city}}.

How do I fill in a custom field?

Custom field values come from:

• a CSV import, using a column with the same name as the key (for example city);
• a chatbot flow that asks a question and saves the answer;
• the API, from your website or another system. See API & webhooks.

There's no box to type a value for a single contact yet. Any extra column you import is saved as a detail even if you haven't created the field in Settings, but creating the field gives it a friendly name and makes it easier to pick in filters.

How do I use a custom field in a message?

Type its key in double curly brackets: {{attr.city}}. For the contact's name use {{name}}, and for their number {{phone}}. For example, in a chatbot flow message:

Hi {{name}}, our new store in {{attr.city}} opens this Sunday!

In templates and broadcasts, you type these as the value for a blank such as {{1}}. KiliChat fills in each contact's own values when sending. If a contact has no value for a field, it's left empty, so word your message so it still makes sense. See Templates, Broadcasts and Automation.

Welcome messages, away messages and quick replies are sent exactly as written, without filling anything in.

How do I find contacts by a custom field?

On the Contacts page, click Filters, then under Contact details click Add condition. Pick the field and choose is, contains, is filled in or is empty. See Filters and segments.

What happens if I delete a custom field?

The field is removed from the list in Settings. Values already saved on contacts aren't deleted, and still show under Details with their key as the name.

Are tags and fields shared between numbers?

No. Each WhatsApp number has its own tags and fields.