AI adding and removing tags

Let your AI assistant automatically add or remove tags from contacts during conversations to automate workflows and control engagement.

This feature allows your AI Assistant to automatically add or remove tags from a contact during or after a conversation. Using built-in tools or triggers, the AI can manage tags without human input — helping you automate workflows, update contact records, or control how and when the AI engages in future interactions.

Set up AI tags

1. Open Tools & Abilities

   Open your agent in the Agent Builder and go to the Tools & Abilities tab.

2. Select the add or remove tag option

   Toggle on Add Contact Tag and/or Remove Contact Tag.

3. Add a tool name and the tag to be added or removed

   Give the tool a descriptive name and specify the exact tag string (e.g., interested_in_consult).

4. Add the condition to the prompt and call the tool

   In the Global Prompt tab, define when the agent should fire the tag:

   TAG RULES:
   - Add tag "interested_in_consult" if the caller asks about a consultation
   - Add tag "qualified_lead" if the caller confirms budget and timeline
   - Remove tag "needs_followup" after booking an appointment

Default tags applied after each call

These are applied automatically by the system — no prompt configuration needed:

Tag	Description
answered	Contact answered
contact_hangup	Contact hung up
ai_hangup	AI ended the call
dial_no_answer	No answer on outbound dial
dial_failed	Outbound dial failed
dial_busy	Line was busy
voicemail_reached	Voicemail detected
inactivity	Call ended due to silence
inbound_call	Call was inbound
max_duration_reached	Hit max call length
call_transfer	Call was transferred
ai_voice_appointment_booked	Appointment booked (voice only)
ai_chat_appointment_booked	Appointment booked (chat only)
not_answered	Call was not answered

FAQs