wamleMedia
Contacts and tags

Social CRM for small business, built from conversations

Customers ask about products in separate chats, then you lose track of who wanted what. Kwamle Media keeps contacts with their conversations and tags, so you can find the people a later update matters to.

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Inbox · Returning customer
Hi, I'm back about the travel bag we discussed.
Hi Emma, the small green bag for your trip from London?
Yes, that's the one. Is it available?
I'll check that size for you.

A shopper asks about a bag, another wants a different colour, and their messages sit in different channels. When you have an update, remembering who asked is the hard part. A social CRM for small business starts with those conversations: Kwamle Media keeps the contacts you collect with their chats and the tags you set.

Bring conversations from every channel you connect into the unified inbox. Use tags to record what each person asked about, choose the relevant contacts for a broadcast, and read the conversation history before you reply.

How it works

  1. Connect your business accounts

    Link your business's own pages and accounts through each platform's official login or API. Conversations from your connected channels arrive in the same inbox, where your team can follow up.

  2. Keep the contact with the conversation

    Contacts collected from conversations stay in Kwamle Media with their chats and the tags you add. When a customer returns, your team can read the earlier exchange before replying.

  3. Label interests with tags

    In the flow builder, add a Tag User step to label someone for later targeting. Names such as "travel bags" or "beginner course" reflect what they asked about. Your team can also tag conversations by topic or stage in the unified inbox.

  4. Choose contacts for a relevant broadcast

    Select contacts with the matching tag, such as people who asked about a course you are announcing. Keep the audience to existing contacts whom the channel allows you to message, and exclude anyone who opted out. The broadcast campaigns page explains the sending workflow.

  5. Continue with the history in view

    Open the conversation in the unified inbox and read the earlier messages before answering. If the bot is handling the chat, a person can take over and the bot stays quiet for that conversation.

Who it is for

For small teams whose next sale or reply depends on remembering an earlier conversation.

  • Online stores group contacts by the products they asked about before sharing a relevant update.
  • Course creators tag interests by topic or level when preparing the next course announcement.
  • Service businesses keep enquiries organised by the service a customer wants.
  • Support teams read the conversation history before answering a returning customer.
  • Restaurants and cafés choose interested contacts for a menu update, within the channel's messaging rules.

Questions about contacts and tags

What does a social CRM for small business help me do?

It helps you keep track of the people who contact you through social conversations. In Kwamle Media, contacts stay with their chats and tags. You can use those tags to choose a broadcast audience and the inbox history to understand the next question.

Where do the contacts come from?

From people who communicate with your business on the channels you connect. The contacts you collect stay with their conversations in Kwamle Media, where your team can follow up.

How do I decide which tags to use?

Start with the questions your team needs to recognise later: a product, a course topic or a request to follow up. The Tag User step adds the label during a flow. Keep tag names specific so you can choose the right contacts when you prepare a campaign.

Does a tag mean I can send that person a campaign?

A tag helps you choose the audience. You still need an existing conversation and permission to send that message under the channel's rules. Leave out contacts who opted out, even if their tag matches the campaign.

Can another team member see what was already discussed?

Yes. The unified inbox keeps the conversation history available when a team member continues the chat. They can read the customer's earlier messages and your replies before taking the next step, including when they take over from the bot.

Try it on your own channels

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More solutions

Unified inbox

Messages and comments from all your channels on one screen, shared by your team, with a bot that hands over to a person.

Broadcast campaigns

Schedule broadcasts and recurring reminders for existing contacts, choose audiences by tags, and answer replies in one inbox.

Messenger store bot

A Messenger bot that shows your products, answers questions and collects the order inside the chat.

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