Your AI Connector Docs

Using Tags to Label Contacts

Tags are reusable labels for contacts, chats, and campaigns — for example “Interested,” “Booked,” or “Not Interested.”

Tags are especially powerful combined with your AI Agent — an agent (or a classic campaign) can tag contacts automatically based on how a conversation goes. Tags can also trigger actions in other tools through webhooks, and move contacts through your deals pipeline automatically.

Why Use Tags?

  • Track conversation outcomes — know at a glance which contacts booked an appointment, showed interest, or need follow-up.
  • See tags at a glance — tags appear as a column in the Contacts table.
  • Filter and segment — find every contact with a specific tag with a smart filter chip or the Filter panel.
  • Automate workflows — a webhook can fire whenever a tag is applied, notifying your other tools.
  • Trigger deal actions — tags can create deals or move existing deals through your pipeline. See Sales Pipeline.

How to Open the Tags Page

  1. In the left sidebar, click Settings (the gear icon).
  2. In the Settings sidebar, under the Workspace group, click Tags.

If you don’t see Tags in the Workspace group, your subscription tier doesn’t include tagging. Click Billing in the same sidebar to upgrade.

How to Create a Tag

  1. Open the Tags page (steps above).
  2. Under New Tag, type a name (for example, VIP, Spanish, or Trial). Keep it short — a few words at most.
  3. Click Add tag.

Your new tag appears instantly in the list below and is ready to use — apply it to a contact from Chats, the bulk Tag action in Contacts or Chats, or have your AI Agent apply it automatically.

If creation fails, a tag with that exact name may already exist on your account. Pick a different name or rename the existing one — see below.

Renaming a Tag

Unlike before, renaming is now supported directly: find the tag in the list, click the pencil icon next to its name, edit the text inline, and click the checkmark to save (or the × to cancel). No need to recreate the tag or manually re-tag every contact.

The Tags List

Tags are shown as a list, each row with:

  • A checkbox — for bulk selection.
  • The tag name, shown as a chip.
  • The contact count — how many contacts currently carry this tag.
  • A pencil icon — rename inline.
  • A trash icon (red) — delete this tag.

A search box above the list filters by name — handy once you have more than a handful of tags. The header shows your total tag count and how many contacts are tagged overall.

Good to know: the Tags page doesn’t have a per-tag Generate Summary toggle (the setting that made the AI write a conversation recap automatically whenever a tag was applied). Tags you create or rename here don’t get an AI summary configured this way; if you rely on that feature for tags configured earlier, their setting is unchanged, but there’s currently no control on this page to turn it on or off.

Deleting a single tag

  1. Click the trash icon on the tag’s row.
  2. Confirm in the pop-up — it tells you how many contacts currently carry the tag. This cannot be undone.

Deleting many tags at once

  1. Tick the checkboxes for the tags you want to remove.
  2. A floating bar appears at the bottom of the screen showing your selection count.
  3. Click Delete in that bar and confirm.

Deleting a tag is not reversible. If an AI Agent or campaign still has a Tags rule using that exact name, it just creates a fresh tag the next time it applies it — but you lose the deleted tag’s history, and any deal-pipeline links tied to it break. Review your agents, campaigns, and deal automations afterwards.

Applying Tags to a Contact

Besides letting your AI Agent tag contacts automatically (see below), you can apply or remove tags yourself in a few places:

  • From a chat — open the contact’s conversation in Chats. The right-hand Contact Panel has a Tags section showing their current tags with a Manage link, or open the ⋯ menu on the conversation and choose Manage tags….
  • In bulk — select multiple contacts (in Contacts) or chats (in Chats) and use the Tag bulk action.
  • Let the AI decide, after the fact — Auto-tag with AI runs an agent’s tag rules over a whole conversation on demand. See Tagging a conversation on demand.
  • Automatically — have your AI Agent or campaign apply the tag as it chats (see below).

Either path opens the same Assign tags dialog: search or scroll the list, check the tags that should apply, optionally click Create new tag without leaving the dialog, then click Apply tags.

Letting Your AI Agent Tag Contacts Automatically

This is what makes tags powerful: instead of tagging contacts yourself, tell the AI what to watch for and it applies the tag mid-conversation. This is configured per AI Agent (or per classic campaign, if you haven’t moved to Agents yet) on its Tags step — not on the Tags settings page above, which only manages the reusable tag library itself.

  1. Open your AI Agent (or campaign) editor and go to the Tags step.
  2. Click Add tag and either pick an existing tag from your library or type a new name.
  3. Under When to Apply, describe the situation that should trigger it — for example, “The contact says they want to book a call or asks about pricing.”
  4. Optionally add a Webhook URL — Your AI Connector POSTs the contact and tag to that URL the moment the tag is applied. Save the tag first, then use Test beside the field to send a sample payload straight away and check your automation receives it.
  5. Leave Let the AI remove this tag off unless you want the AI to be able to take the tag back off a contact later. See How the AI decides below.
  6. Click Save changes.

Let the AI write the tag rules for you

On an AI Agent’s Tags step there is also a Generate with AI button. It reads the agent’s instructions and business context and proposes a set of tags — usually three to eight — each with a “When to Apply” rule already written, in the agent’s language. Before inventing a new name it looks through your tag library and reuses an existing tag when one means the same thing, so the tags it adds line up with the ones your team already filters and automates on. Choose Add to my tags (keeps your current tags, only adds new ones) or Replace all tags, then review and edit the rows like any other tag. A run costs 1 credit (0.25 on the Max tier, or nothing when the agent runs on your own AI key). Agents built from a website or documents, whether in the setup wizard or with New agent, have their tags generated automatically, so you’ll often find this list already filled in. Generated tags are added to your tag library the first time the AI applies one to a contact, not before — delete a proposed row and it never shows up anywhere.

Agent tags vs. campaign tags: if you’re still on a classic campaign, its Tags step works identically. Moving to an Agent carries your tag rules over — see AI Agents.

How the AI decides — adding and removing

After every AI reply, the AI re-reads the recent conversation against your tag rules and updates the contact’s tags. A few things worth knowing about how it decides:

  • It only adds a tag when the conversation clearly matches your rule. “Probably” isn’t enough — if it’s unsure, it leaves the tag off.
  • It can also remove a tag — but only if you let it. Each tag has a Let the AI remove this tag switch, off by default. Turn it on for tags whose rule describes when the tag should come off — for example, “Apply while payment is overdue; remove once the contact has paid” — and the AI takes the tag off the moment the conversation shows that condition is met. With the switch off, the tag is apply-only: the AI can put it on and will never take it off. Removing a tag is free (it never uses credits).
  • It knows which tags the contact already has and what today’s date is, so rules like “overdue as of today” or “pays on the 5th of each month” work as written.
  • One-of-a-kind sets stay clean. If you use a set of tags where a contact should only ever carry one (like a day-of-the-month tag for payment due dates), the AI swaps the old one out when the correct one changes instead of letting two pile up — turn the removal switch on for every tag in the set, or the old one stays put.
  • It never touches tags outside the agent’s tag list. Tags you apply by hand that aren’t part of the agent’s rules are left alone.

Tip — write the removal into the rule. The “When to Apply” text is also where you describe when the tag should come off. A rule like “Add when the contact asks about pricing; remove after they’ve purchased” gives the AI both halves. The rule alone isn’t enough on its own, though: the Let the AI remove this tag switch has to be on as well.

Why removal is off by default (changed August 12, 2026). “When to Apply” describes when a tag starts being true, and the AI was sometimes reading the opposite into it — dropping a tag that had simply stopped being the topic of conversation. Because a tag webhook used to fire on removal as well, that could re-run an automation for a contact who was already past that step. Tag webhooks now fire on apply only, and removal is something you switch on per tag. Existing tags keep every tag they already carry; if you were relying on the AI removing one, turn the switch on for it.

Tagging a conversation on demand

Live tagging only happens when the AI itself replies. Conversations your team handles with the AI paused, chats imported from your WhatsApp history, and anything that happened before you wrote the agent’s tag rules are never looked at — and neither are your existing conversations when you add a new rule or click Generate with AI. Auto-tag with AI covers all of those: one click runs the agent’s tag rules over the whole conversation, not just the last few messages, and adds or removes tags exactly the way live tagging would.

Three places to start it:

  • One chat — open the conversation, click the three-dot menu (⋯) in the header and choose Auto-tag with AI. Confirm, and a moment later a message tells you which tags were added or removed.
  • Several contacts — on Contacts, tick the contacts and click Auto-tag in the floating action bar. By default each contact is judged by its own AI agent’s rules; pick an agent under Use this agent’s tags for all to apply one agent’s rules to everyone selected. The window shows progress while it runs and a summary when it’s done — you can close it, the run keeps going.
  • Everything an agent handles — on the agent’s Tags tab, click Apply to existing conversations. It runs the rules over up to 500 of that agent’s most recent conversations.

What to expect:

  • Same rules, same decisions. It follows the “When to Apply” rules and the Let the AI remove this tag switches exactly like live tagging: it never adds a tag outside the agent’s list and never removes one you haven’t allowed it to.
  • Same price. 1 credit per tag applied (0.25 on the Max tier, free when the agent runs on your own AI key). Reading the conversation is free, so a contact that gets no new tags costs nothing, and removals never cost anything. That is exactly what live tagging charges, so there is no cheaper way to get the same tags by switching live tagging off.
  • Up to 500 contacts per run, one run at a time. Contacts with no messages yet, no AI agent, or an agent without tag rules are skipped and counted in the summary. If your credits run out mid-run, it stops there and keeps everything tagged so far.

Next Steps

  • AI Agents — set up an agent that tags contacts automatically.
  • Chat Interface — apply or manage tags on an individual contact.
  • Webhooks — connect tags to your other tools for automated workflows.
  • Adding a New Contact — apply tags while adding a contact.