Setup checklist: choose the shape of the answer
Use a field when colleagues need a comparable answer, a tag when meaningful membership is enough, and a note when the explanation matters more than a category. For example, a renewal month is different from membership in a reviewed outreach group, and both differ from the reason a customer postponed a decision. Capsule’s customization documentation establishes available mechanisms; your team still needs a rule for choosing between them. Avoid encoding the same concept in all three places.
Make a small classification test
Take ten fictional pieces of information and ask two colleagues where each belongs. If they disagree, clarify the decision the information supports. A tag called “important” is usually too vague: it may refer to urgency, relationship value or an unresolved problem. A defined field or an owned task may serve those jobs better. Keep narrative detail in a note when reducing it to a label would hide the reason someone needs to act.
Consider how the value will change
A temporary tag should have a removal condition. A structured field needs a reliable update process. A note should preserve what was understood at the time rather than being silently rewritten to match today’s view. Think about imports as well: adding or replacing values can have different consequences. Check the merchant’s current import behavior before a bulk change, and test a representative record rather than assuming all multi-value information is appended harmlessly.
Keep the choice understandable
Document the purpose and owner of each category colleagues depend on. If a new person cannot explain why a tag exists, do not build an automation around it. Review unused or overlapping labels periodically, retaining important history where required. The aim is a small vocabulary that improves decisions. Continue to tag governance for maintenance rules, or revisit the minimum field set if the model has become a catalog of information no one confidently uses.
Sources used for this page
These records support the facts and comparisons above. Merchant-controlled records are labelled so you can separate product claims from independent evidence.
- Capsule contact customization — Merchant documentation · capsulecrm.com · Merchant-controlled · checked 2026-09-20