The Unified Inbox in DMLY allows you to organize and enrich customer conversations using Tags, Notes, and Custom Attributes. These tools help your team track context, segment customers, and power automations.

All three options are located in the Contact Info panel on the right side of the conversation screen.

Adding Contact Tags

Tags help you categorize conversations for filtering, segmentation, and automation.

What Are Tags Used For?

Tags can be used to:

• Segment customers (e.g., Lead, VIP, Purchased)

• Trigger automations

• Filter conversations

• Track campaign performance

• Identify source or customer type

How to Add a Tag

1. Open a conversation in the Unified Inbox

2. Locate the Contact Info panel on the right

3. Scroll to Contact Tags

4. Click the + (Plus) icon

5. Enter a new tag name or select an existing one

6. Press Enter or confirm selection

The tag will instantly appear under the contact.

How to Remove a Tag

• Click the X icon on the tag to remove it.

Important Notes About Tags

• Tags can be added manually or via automation.

• Tags can be used inside workflows for conditions.

• You can filter conversations by tags in the Inbox.

Adding Internal Notes

Notes allow your team to add private internal comments that are not visible to customers.

What Are Notes Used For?

Use Notes to:

• Record important context

• Add follow-up reminders

• Share internal information

• Track special requests

• Log external communications

How to Add a Note

1. Open the conversation

2. Go to the Contact Info panel

3. Locate the Notes section

4. Click the Edit (Pencil) icon

5. Enter your internal note

6. Save your changes

Notes are visible only to team members.

Adding Custom Attributes

Custom Attributes allow you to store structured data about a contact.

Example attributes:

• Source (Google Ads)

• Order ID

• Plan Type

• Customer Tier

• Campaign Name

What Are Custom Attributes Used For?

Custom Attributes can be used in:

• API integrations

• Automation conditions

• Advanced segmentation

• Reporting

• CRM workflows

How to Add a Custom Attribute

1. Open the conversation

2. Scroll to the Custom Attributes section

3. Click the + (Plus) icon

4. Select an existing attribute or create a new one

5. Enter the value

6. Save

The attribute will now be linked to the contact.

Editing or Updating Custom Attributes

• Click the attribute field

• Update the value

• Save changes

Changes apply immediately.

Best Practices

• Use standardized tag naming (e.g., Lead, Hot Lead, Purchased)

• Keep notes concise and actionable

• Use Custom Attributes for structured data

• Combine Tags + Attributes for powerful automation

• Regularly review and clean unused tags