Control when your AI responds with Active Tags

Use Active Tags to control exactly when your AI agent responds to messages and when it stays silent, logging conversations without engaging.

Active Tags determine whether your AI agent responds to incoming messages or simply logs them in the background. When no tag is present on a contact, the AI observes and records the conversation but does not send any replies. When the correct tag is applied, the AI activates and begins auto-responding immediately.

How Active Tags work

• No tag on contact — AI logs the conversation but does not reply
• Tag present on contact — AI auto-responds to every incoming message
• Tag removed or “AI OFF” checked — AI stops responding immediately
• Sleep Mode enabled — AI pauses during human agent replies, resumes when the human stops

This gives you full control over which contacts get AI-powered responses and which are handled manually by your team.

Set up Active Tags

1. Open Active Tags

   In the AI Agent Builder, look for the Active Tags section in the left sidebar. This is where you create and manage the tags that control AI behavior.

2. Create a new tag

   Click Add Tag and enter a descriptive name for the tag. Use clear naming conventions that indicate the channel and purpose — for example, smschat_ai for SMS conversations or livechat_ai for live chat.

3. Apply tags to contacts

   Tags can be applied to contacts in several ways:

   • Workflows — add a “Add Tag” action step to apply the tag automatically when a contact enters a workflow
   • Form triggers — apply the tag when a contact submits a specific form
   • Manual assignment — add the tag directly to a contact record in the CRM
4. Verify AI activation

   Once the tag is applied, send a test message to the contact. The AI should respond automatically based on your agent’s prompt and configuration.

Disable AI responses

There are three ways to stop the AI from responding to a specific contact:

• Remove the Active Tag — go to the contact record and remove the tag. The AI immediately stops responding.
• Check “AI OFF” — in the conversation view, check the AI OFF toggle. This overrides the tag and pauses AI for that contact.
• Sleep Mode — when a human agent starts replying in the conversation, Sleep Mode automatically pauses the AI. Once the human stops replying and the contact sends a new message, the AI resumes.

Best practices

• One tag per channel — create separate tags for SMS, live chat, and other channels so you can enable or disable AI per channel independently
• Use workflows for automation — instead of manually tagging contacts, set up workflows that apply tags based on triggers like form submissions, pipeline stage changes, or appointment bookings
• Audit regularly — review which contacts have active tags to ensure the AI is only responding where you want it to