Contacts Actions

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Subscribe

Marks the contact as subscribed so they can receive messages (e.g. campaigns, notifications). Use this when the contact has opted in—for example, after they confirm in chat or complete a form—so they are eligible for outbound messaging.

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Fields

This action has no configurable fields. Adding it to your automation is enough to subscribe the contact.

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Use cases

• After explicit opt-in: Use the action after the contact replies “Yes” to a consent question or taps a subscribe button; add a Condition before Subscribe so it runs only when the reply matches your consent criteria.
• Post-qualification subscribe: After AI Intention Recognition or a Condition (e.g. “intention = sales”), use Subscribe so the contact is eligible for sales campaigns or follow-up messages.
• Form or campaign completion: In an automation triggered by a campaign or manual trigger, use Subscribe after the contact has completed a form or confirmed interest so they receive future messages.

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Unsubscribe

Marks the contact as unsubscribed so they no longer receive outbound messages (e.g. campaigns). Use this when the contact opts out—for example, when they reply “Stop” or ask to be removed—so they are excluded from future messaging.

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Fields

This action has no configurable fields. Adding it to your automation is enough to unsubscribe the contact.

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Use cases

• Opt-out keywords in chat: In a “New incoming message” automation, add a Condition that checks for opt-out keywords (e.g. “stop”, “unsubscribe”, “remove me”), then use Unsubscribe so the contact no longer receives campaigns.
• After contact requests removal: When the contact explicitly asks to be removed from a list or to stop messages, use Unsubscribe in the branch that handles that request (e.g. after AI employee or a Condition).
• Campaign or flow opt-out: In a campaign or follow-up flow, when the contact taps “Unsubscribe” or replies with an opt-out, use the Unsubscribe action so they are excluded from future outbound messaging.

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Set Attribute

Sets one or more contact attributes (or built-in fields like first name, last name, email, phone) to values you choose. Values can be fixed text or built from workflow variables, contact fields, and attributes. Use this to store data on the contact (e.g. preference, order ID, last interaction) for later use in conditions, messages, or campaigns.

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Fields

• Attributes (required): Add one or more attribute–value pairs. For each pair, pick the attribute (or built-in field) to set and the value. You can use workflow variables, contact fields, and attributes via the dropdown or by typing placeholders.

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Use cases

• Store the contact’s reply on their profile: After a trigger or message action that has “Save text reply to” or “Save file reply to”, use Set Attribute to write that value (or a transformed value) to a contact attribute so it appears on their profile and in campaigns/views.
• Save qualification or preference: After AI Intention Recognition or a Condition, use Set Attribute to store the result (e.g. “intention”, “preference”, “language”) on the contact so later automations, conditions, or campaigns can use it.
• Persist data from an API or step: After an API action or AI Transform, use Set Attribute to save the result to a contact attribute (e.g. order ID, ticket number) so agents or other flows can see it.

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Clear Attribute

Clears one or more contact attributes (or built-in fields like first name, last name) so they no longer hold a value. Use this when you want to reset data on the contact—for example, before collecting it again or when the contact has requested removal of stored data.

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Fields

• Attributes (required): Select the attributes (or built-in fields) to clear. You can select multiple.

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Use cases

• Re-ask for information: Before a message action that asks a question and saves the reply to an attribute, use Clear Attribute on that attribute so you don’t reuse an old value (e.g. clear “preference” before asking again).
• Contact requests data removal: When the contact opts out of having certain data stored (e.g. GDPR or preference), use Clear Attribute in the branch that handles the request so the selected attributes are cleared.
• Reset built-in or custom fields: Clear built-in fields (e.g. first name, last name) or custom attributes when your process requires a clean slate (e.g. re-onboarding, data correction flow).

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Add Label

Adds one or more labels to the contact. Labels help you organize and filter contacts (e.g. “VIP”, “Support”, “Campaign X”). Use this to tag the contact based on behavior, qualification, or segment so you can target them in campaigns or route them in the inbox.

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Fields

• Labels (required): Select the labels to add to the contact. You can select multiple.

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Use cases

• Tag after qualification: After AI Intention Recognition or a Condition (e.g. “intention = support”), use Add Label to tag the contact (e.g. “Support”, “VIP”) so they appear in the right views or receive the right campaigns.
• Segment by behavior or source: Use Add Label after another action (e.g. campaign entry, form submit, or Set attribute) to tag the contact (e.g. “Campaign X”, “Lead”) for segmentation and targeting.
• Multiple labels in one step: Add several labels in one action (e.g. “Support” + “Urgent”) so the contact is categorized for routing, reporting, or campaign filters.

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Remove Label

Removes one or more labels from the contact. Use this when the contact no longer fits a segment (e.g. they’ve churned, completed a campaign, or asked to be removed from a list) so they are no longer targeted or filtered by those labels.

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Fields

• Labels (required): Select the labels to remove from the contact. You can select multiple.

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Use cases

• After unsubscribe or topic opt-out: When the contact unsubscribes or opts out of a topic, use Remove Label so they are no longer targeted by campaigns or views that filter on that label (e.g. remove “Newsletter”).
• Campaign or flow completion: After a contact completes a campaign or a specific flow, use Remove Label to remove the campaign or segment label so they don’t receive duplicate or irrelevant messaging.
• Status or segment change: When the contact’s status changes (e.g. churned, upgraded), use Remove Label to update how they are categorized; the contact remains, only the label is removed.