Chatbot Actions let your bot do more than just send messages — it can automatically tag conversations and tag contacts based on what visitors click in your chatbot flow. This saves your agents from manual tagging and gives you a complete overview of every conversation before it even starts. This article walks you through both setups step by step.
Pricing: Chatbot Actions are available only in EXPERT and ULTIMATE plans (Legacy: PRO and Ultimate).
We've split this article into three sections:
Conversation tagging
Conversation tagging assigns a tag to the whole conversation when a visitor interacts with a tagged chatbot message. It's perfect for routing conversations to the right team, filtering reports, or triggering automation downstream.
Set up the conversation tag
Open your chatbot, click on the message you want to tag, then go to Actions → Add action → Tag conversation as → pick a relevant tag → Publish your chatbot.
What visitors see
The tag appears on the conversation once the visitor clicks the tagged chatbot message in the Smartsupp chat box and sends you a message. Here's where it shows up:
In the chat box — the visitor clicks the pre-tagged message and submits their reply:
In the SmartHub dashboard — the conversation arrives already tagged, so agents see context at a glance:
Warning: The chatbot's text field must be enabled for tagging to work. If the text field is disabled, the chatbot can't capture the visitor's message and the tag won't be applied. See Chatbot conditions for details on enabling it.
Contact tagging
Contact tagging assigns a tag to the visitor's contact record instead of the conversation. It's ideal for segmenting your audience — for example, marking leads by product interest, traffic source, or any custom criteria your chatbot collects.
Set up the contact tag
You can create a contact tag the same way as a conversation tag: click the chatbot message → Actions → Add action → Tag contact as → pick a tag → Publish your chatbot. Just make sure the chatbot's text field is enabled.
What visitors see
The contact gets tagged automatically after the visitor clicks the pre-tagged chatbot message, sends the message, and fills in the contact form that appears. The tag is then applied to the contact record in your dashboard.
In the chat box — the visitor clicks the tagged message and fills in the contact form:
In the Contact Hub — the contact record now carries the tag, ready for filtering and segmentation:
💡 Tip: You can filter your contacts in Contact Hub by tag — useful for segmented exports, follow-up campaigns, or building targeted lists.
What's next?
Chatbot — complete overview of how chatbots work and how to build one.
Chatbot conditions — full reference for targeting options and enabling the text field.
Chatbot conversation — how chatbot conversations differ from normal ones and how they're billed.
Chatbot insights — measure how visitors interact with your flows.
Chatbot handover features — transfer conversations from the bot to an agent.
GDPR-compliant contact collection — collect visitor data the right way.
💡 Need more help? Reach out to our support team — we'll be happy to help!