Overview
The modify tags action is both an Agent Tool and a Legacy Action that allows you add or remove a tag from a contact within your CRM. This opens many options for CloseBot and your CRM to work together to give you more capabilities than either system alone would have.
Adding a tag from CloseBot can trigger a workflow that allows you to send internal notifications, webhooks, invoices, change pipeline stages and an ever growing list of options as both platforms add new features.
Tags also give you the ability to change which agent the contact is speaking with by using Source Filters.
Agent Tool - Update Tags
With the agent node, adding a tag is as simple as giving access to the tool then telling the agent to add the tag and giving instructions on when to add it.
Giving the Agent Access to the Update Tags Tool
Give the agent node access to the Update Tags Tool by clicking on the Toolkit button, clicking tools on the bottom of the action, or calling the action in your prompting by typing @@Update and selecting the Update Tags option.
If a tool shows up red, it is not enabled yet, you can click on it, then give the agent access to that tool.
Instructing the Agent to Add the Tag
Your agent knows what tools it has access to, and as models get smarter, the amount of instruction necessary will reduce to get the same outcome.
You can be very specific with your prompting by telling the agent to use the tool to add the tag.
When the booking tool returns a success response, use [@@UpdateTags] to add the tag "ai appointment booked" to the contact.
You can also use way less prompting and the agent will likely have the same result.
When booked, add tag "ai appointment booked"
Run a few tests to make sure the tool is being called and the tag is getting added when it should be. If there are times the tag is not getting added, be more specific when it should call the tool.
Legacy Action - Modify Tags
The Legacy action Modify Tags can add and/or remove tags when a contact moves through the Modify Tags action.
Just add a Title to the Action, then type in the name of the tag you want to add or remove to the appropriate Tag field.
Title
The title field is a required field that makes the action referenceable within CloseBot.
Tags to add/remove
In the Modify Tags window, click the "Tags to add +" or "Tags to remove +" button for each new tag you want to add/remove. This generates a 'Tag' input box where you can specify the tag name to be added or removed to contacts.
Tag
Enter the name of the tag that you want to add or remove to this field.
Variables are supported, but we advise using a fixed value so the action doesn't inadvertently add multiple new tags to your CRM.
The field will automatically format the tag to be all lowercase since Highlevel/Lead Connector only allows tags with no capital letters.
If the tag that is added is not already in your CRM, it will be created.
Example
We have a Car Detailing Business that utilizes tags in several different ways.
if the contact is interested in the service, we add the "interested" tag.
If the contact is not interested in the service, we add the "not interested" tag and stop responding to the contact.
When the contact has been booked, we add the "booked" tag.
These tags move the contact through different stages of our pipeline by activating workflows within GHL/LC.
If the contact is Spanish speaking, we want to add the tag "spanish" so our Spanish speaking employees can handle that service.
For the "interested" tag, you can see that we were very specific with the prompting. The contact showed immediate interest from their first message and the agent added the tag.
2. Even though we used much less prompting and didn't specify the tool that should be use, the agent understood that if we are going to add a tag to the contact, we need to use the Update Tags Tool.
3. Here the contact simply replied Stop. The agent used the "Not Interested" exit which lead to the Modify Tags action to add "not interested" to the contact and stop responding.
4. The contact reached out in Spanish, which triggered the custom scenario to add the "spanish" tag.
