Custom Tags (Legacy)

Custom tags are a way for you to set conditions where a tag of your choosing is added, but unlike the handoff and disqualify functions, the AI will continue to respond once these conditions are met! To format this function properly, the key in the webhook step needs to be "tag:tagname", so for instance, you could have something like, "tag:service1", and when the condition is met, the contact will have the tag service1 added to them!

Just like with the handoff and disqualify functions, you are able to add multiple conditions to the function, so something like "The contact has asked for service 1, AND the contact has given a credit score greater than or equal to 650", and when those are met, the AI will add the tag and continue the conversation.

Unlike with the other two functions, however, you can actually add multiple custom tags to a single webhook step! The caveat to this is that each custom tag check adds around 250-400 tokens, depending on how complex the conditions are. As a result, if you have too many of them, especially if you are using the automatic booking feature, you can easily exceed the token limit of 4000. As a reminder, our system uses around 1k tokens out of the gate, the automatic booking feature uses 1k as well, and the prompt, spreadsheet, and training sessions all use tokens too, and the longer the conversation, the more tokens being used to save the conversation history! If you want to use multiple tags, but don't need them to be checked in every single conversation turn, remember that you can use multiple different workflows, each with their own webhooks, and each webhook can use different custom tags!