Why it matters
Tags help you organize contacts, trigger workflows, and segment reporting. With an Add Tags action tool, your AI agent can automatically update contact records based on conversation outcomes.
Creating the tool alone is not enough. You must assign the tool to the agent and define in the agent instructions when tags should be added. Without clear trigger conditions, the agent will not apply tags as expected.
Key Concepts
Action Tool: A tool created using the Execute Actions tool type that allows an agent to perform structured system actions such as updating contact data.
Execute Actions Tool Type: A tool type that enables you to configure one or more actions inside a single tool. Multiple actions can run when the tool is triggered.
Add Tags to Contact Action: An action that applies one or more existing tags to the contact when executed.
Tags: Labels used to categorize contacts. Tags must already exist in your organization before they can be selected in the action.
Agent Instructions: The configuration where you define when the agent should trigger the tool and under what conditions tags should be applied.
Step-by-Step: Create an Add Tags to Contact Action Tool
Navigate to Agents in the left-hand menu.
Click Tools (jigsaw icon).
Click Create Tool in the top right corner.
Select Execute Actions from the Tool Type dropdown.
Enter a Tool Name and click Save Tool.
Configure Basic Info
Enter the Label. Use only letters, numbers, underscores, or hyphens. Maximum 64 characters.
Add a clear Description explaining which tags will be added and under what circumstances.
Click Save.
Configure Tool Settings
Set the Timeout (milliseconds). Default is 5000 ms.
Toggle Speak After Execution if the agent should confirm the update.
Toggle Speak During Execution if needed.
Add execution speech if enabled.
Click Save.
Add the Add Tags Action
In the Actions section, click Add Action.
Select Add Tags to Contact from the Action Type dropdown.
In the Add Tags field, select one or more existing tags from the list.
Click Create Action.
The selected tags will be applied to the contact when the tool is triggered.
You can add additional actions to the same tool if needed, but each action must be configured individually.
Implement the Tool in an Agent
Creating the tool does not automatically make the agent use it.
To implement it:
Open the relevant Agent.
Select the newly created Add Tags tool to give the agent access.
Update the Agent Instructions to clearly define:
When tags should be added.
What conditions must be met before triggering the tool.
Any required conversation outcomes or keywords.
You must both assign the tool to the agent and define its trigger logic in the instructions. If you do not clearly define how and when the tool should run, the agent may not apply tags correctly.
Tips and Best Practices
Use consistent naming conventions for tags.
Ensure required tags are created before setting up the tool.
Be specific in agent instructions about trigger conditions.
Avoid broad logic that may apply tags unintentionally.
Test the workflow in a controlled conversation before deploying.
Review tagging logic periodically to maintain clean segmentation.
Troubleshooting
Issue | Possible Cause | Fix |
Tags not updating | Tool not assigned to agent | Enable the tool in the agent settings |
Incorrect tags applied | Wrong tags selected during setup | Edit the action and reselect the correct tags |
Agent does not trigger tagging | No clear trigger logic in instructions | Update Agent Instructions with explicit conditions |
Tag not available in dropdown | Tag not created in organization | Create the tag first, then return to the tool setup |