Why it matters
Removing tags keeps contact records accurate and ensures workflows and reporting reflect the current status of a contact. With a Remove Tags action tool, your AI agent can automatically clean up or update contact segmentation 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 removed. Without clear trigger conditions, the agent will not remove 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.
Remove Tags from Contact Action: An action that removes one or more existing tags from the contact when executed.
Tags: Labels used to categorize contacts. Tags must already exist in your organization before they can be selected for removal.
Agent Instructions: The configuration where you define when the agent should trigger the tool and under what conditions tags should be removed.
Step-by-Step: Create a Remove Tags from 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 removed 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 Remove Tags Action
In the Actions section, click Add Action.
Select Remove Tags from Contact from the Action Type dropdown.
In the Remove Tags field, select one or more existing tags from the dropdown list.
Click Create Action.
The selected tags will be removed from 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 Remove Tags tool to give the agent access.
Update the Agent Instructions to clearly define:
When tags should be removed.
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 remove tags correctly.
Tips and Best Practices
Remove tags only when the contact status has clearly changed.
Avoid removing tags that are used in active workflows unless intentional.
Be specific in agent instructions about trigger conditions.
Test the workflow in a controlled conversation before deploying.
Review tag logic periodically to maintain accurate segmentation.
Troubleshooting
Issue | Possible Cause | Fix |
Tags not removed | Tool not assigned to agent | Enable the tool in the agent settings |
Incorrect tags removed | Wrong tags selected during setup | Edit the action and reselect the correct tags |
Agent does not trigger removal | 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 |