Overview
Organize your Book of Business your way!
We’re excited to introduce Custom Contact Tags — a flexible new feature that gives Field Agents and LOA APs (Book of Business owners) more control over how they track, segment, and manage contacts.
This tool allows you to capture the data points that matter most to your workflow — without relying on outside systems or spreadsheets.
What Are Custom Contact Tags?
Custom Contact Tags allow you to create up to three customizable tag categories that can be applied to contacts in your Book of Business (BoB).
Think of these as structured data fields you define yourself. Each category can contain multiple selectable options that reflect how you run your business.
Once created, tags can be applied directly to contacts to help you:
Segment your BoB
Track operational data
Support follow-up workflows
Improve reporting visibility
Stay organized in a way that matches your agency processes
Who Can Use This Feature?
Any user with access to a contact record can apply an existing Custom Contact Tag. This includes:
Field Agents
LOA Agents
LOA APs
These users can configure up to three custom tag categories, which determine the available tags that others can apply.
Note: LOA agents can only apply tags already created by the owner of the book business; therefore, they are unable to view My tags in Back Office.
Why This Matters
Every agency tracks different data points that are critical to its operations. Standard contact fields don’t always reflect the unique segmentation strategies agents rely on.
Custom Contact Tags give you the flexibility to track what matters most to you.
You can:
Track operational details specific to your agency
Improve contact segmentation
Organize your pipeline more effectively
Support structured outreach and follow-up
Include custom tag data in Contact List Exports
Example Use Cases
Here are a few ways agents may choose to use Custom Contact Tags:
1. Provider Groups
Track which provider group a beneficiary prefers or belongs to.
Example Tag Category: Provider Group
Regional Provider Group 123
Valley Health Network
Northside Medical Partners
This allows you to filter contacts by provider affiliation and run targeted outreach campaigns.
2. Contact Process Stage
Track where a contact is in your sales or follow-up pipeline.
Example Tag Category: Process Stage
Pending Welcome Call
Pending PCP Appointment Scheduling
Pending Follow-up Call
This creates internal visibility into your pipeline without needing an external tracking tool.
How to Set Up Custom Contact Tags
Navigate to Back Office > My tags (This option is unavailable to LOA agents)
2. Create up to three tag categories:
3. Add the selectable options within each category
4. Apply tags directly to contacts in your Book of Business:
Once applied, these tags can be used for segmentation and operational organization. Tag data will also be included in Contact List Exports.
Managing Tag Updates
Understanding how tag changes impact your data is important.
Deleting a Tag Option
If you delete a specific tag option (for example, removing Regional Provider Group 123 from the Provider Group category):
The option will no longer be available for future selection
Any contacts previously assigned that tag will have the tag removed
No contacts will be deleted
Deleting a Tag Category
If you delete an entire tag category:
All associated tag options are permanently removed
All tag values within that category are removed from every contact
The category is no longer available for segmentation or tagging
The deleted category frees up one of your three available category slots
Deleting a category permanently removes its dataset.
Renaming a Tag Option
If you update a tag option name (for example, renaming Provider Group ABC to Provider Group 123):
The updated name will automatically reflect across all contact records
Filtering and segmentation views will update accordingly
Renaming a Tag Category
If you rename a category (for example, changing Provider Group to IPA Group):
The updated category name will reflect across the entire BoB
All associated contact records and filters will update automatically
Important Notes
You can create up to three custom tag categories.
Tags are unique to your configuration and reflect how your business operates.
Tag data is included in Contact List Exports.
Deleted categories permanently remove all associated data.
Currently, Custom Contact Tags cannot be filtered by certain system-level reporting views (additional filtering enhancements may be released in the future).
If you have questions about configuring your Custom Contact Tags, reach out to [email protected] for assistance.