Flow (formerly chatbots) 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 Flow 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.

We've split this article into three sections:

Conversation tagging assigns a tag to the whole conversation when a visitor interacts with a tagged Flow message. It's perfect for routing conversations to the right team, filtering reports, or triggering automation downstream.

Open your Flow, click on the message you want to tag, then go to Actions → Add action → Tag conversation as → pick a relevant tag → Publish your Flow.

The tag appears on the conversation once the visitor clicks the tagged Flow 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:

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 Flow collects.

You can create a contact tag the same way as a conversation tag: click the Flow message → Actions → Add action → Tag contact as → pick a tag → Publish your Flow. Just make sure the Flow's text field is enabled.

The contact gets tagged automatically after the visitor clicks the pre-tagged Flow 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: