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What you’ll learn: How to use special tags in your AI prompts to automatically trigger actions like ending calls, sending SMS messages, and transferring to live agents.

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What Are AI Prompt Tags?

Think of tags as special instructions that you hide inside your AI prompt. While the main prompt teaches the AI what to say and how to handle conversations, tags handle what happens after the AI finishes speaking. Tags are like secret commands that tell the backend system: “Hey, do this specific action right now!”

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Why Are Tags Important? 🎯

Tags solve a big problem: seamless automation. Instead of writing complicated instructions for every possible scenario, you use simple tags as shortcuts to trigger actions instantly.

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The Problem Without Tags:

  • AI says goodbye but doesn’t know how to end the call
  • User needs help but AI doesn’t know how to transfer to a human
  • Follow-up information needs to be sent but AI doesn’t know how

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The Solution With Tags:

  • AI says goodbye and automatically ends the call
  • AI transfers difficult calls to human agents instantly
  • AI sends follow-up SMS messages automatically

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How Tags Work 🔧

Tags work like this:
  1. AI delivers its message (what it says to the user)
  2. Tag triggers an action (what happens behind the scenes)
  3. User gets the result (call ends, SMS sent, transfer happens)
It’s like having a smart assistant who not only talks to people but also knows exactly what to do next without being told twice.

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Common Tags and Their Purposes

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1. (disconnect) - End the Call

What it does: Immediately ends the call after the AI finishes speaking. When to use: When the conversation is complete and you want to end the call politely. Example: 
"Thank you for your time today. Have a wonderful day!" (disconnect)
What happens: AI says goodbye, then the call automatically ends.

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2. (transfer) - Connect to Human Agent

What it does: Moves the call directly to a live human agent. When to use: When the user needs help that only a human can provide, or when the situation is too complex for the AI. Example: 
"I understand this is complicated. Let me transfer you to a specialist who can better assist you." (transfer)
What happens: AI explains the transfer, then the call automatically moves to a human agent.

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3. (sms) - Send Follow-up Message

What it does: Sends an automated text message to the user after the call. When to use: When you need to send links, instructions, or confirmation details that the user can reference later. Example: 
"I've just sent you the application link by text message. You'll receive it in a moment." (sms)
What happens: AI tells the user about the SMS, then the system automatically sends the text message.

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4. (sms+transfer) - Send SMS and Transfer

What it does: Combines two actions: sends an SMS and then transfers the call to a human agent. When to use: When you want to provide information AND get the user immediate human assistance. Example: 
"I've sent you the details by text and will now connect you to our specialist who can answer your questions." (sms+transfer)
What happens: AI sends the SMS, then automatically transfers the call to a human agent.

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5. (sms+disconnect) - Send SMS and End Call

What it does: Sends an SMS message and then politely ends the call. When to use: When you need to provide follow-up information but the conversation is complete. Example: 
"I've sent the payment link to your phone. Please check it when you have a moment. Thank you for calling!" (sms+disconnect)
What happens: AI sends the SMS, then automatically ends the call.

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Where to Place Tags in Your Prompts

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Golden Rule: Place tags AFTER the AI’s final spoken words

Tags should always come at the very end of what you want the AI to say. Think of it like this: ❌ Wrong Placement: 
(disconnect) "Thank you for calling. Have a great day!"
✅ Correct Placement: 
"Thank you for calling. Have a great day!" (disconnect)

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Why This Matters:

  1. AI speaks first - User hears the complete message
  2. Tag triggers action - Backend system performs the action
  3. Seamless transition - No awkward pauses or confusion

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Real-World Examples

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Example 1: Simple Call Ending

Scenario: Lead qualification call where the prospect isn’t interested. Prompt: 
"Thank you for your time today. I understand this isn't the right fit for you right now. 
We'll keep your information on file, and if anything changes, feel free to reach out. 
Have a wonderful day!" (disconnect)
What happens: AI politely ends the conversation, then the call automatically disconnects.

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Example 2: Transfer with Information

Scenario: Customer needs technical support that requires human assistance. Prompt: 
"I understand you're experiencing a technical issue. I've sent you a troubleshooting guide 
by text message, and now I'll connect you to our technical support team who can help 
you resolve this immediately." (sms+transfer)
What happens: AI sends troubleshooting guide via SMS, then transfers the call to technical support.

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Example 3: Follow-up with Call Ending

Scenario: Appointment reminder call where the user confirms they’ll attend. Prompt: 
"Perfect! I've sent you a confirmation email and calendar reminder by text message. 
Your appointment is confirmed for tomorrow at 2 PM. We look forward to seeing you!" (sms+disconnect)
What happens: AI sends confirmation details via SMS, then ends the call.

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Best Practices for Using Tags

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✅ Do’s

  • Keep it simple - Use one tag per action unless combining makes sense
  • Be clear - Make sure the AI’s message explains what’s about to happen
  • Test thoroughly - Verify that tags trigger the correct actions
  • Use consistently - Apply the same tag patterns across similar scenarios

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❌ Don’ts

  • Don’t overcomplicate - Avoid using multiple tags unless necessary
  • Don’t hide tags - Make sure the AI’s message explains the action
  • Don’t forget context - Ensure the tag matches the user’s needs
  • Don’t skip testing - Always verify tags work as expected

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Common Mistakes to Avoid

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Mistake 1: Tag in Wrong Location

Problem: Tag appears before the AI’s message. Solution: Always place tags at the end of what you want the AI to say.

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Mistake 2: Unclear User Communication

Problem: AI doesn’t explain what action is about to happen. Solution: Make sure the AI clearly tells the user what to expect.

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Mistake 3: Inappropriate Tag Usage

Problem: Using (transfer) for simple questions that AI can handle. Solution: Only use (transfer) when human assistance is truly needed.

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Advanced Tag Strategies

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Combining Tags Effectively

Some tags work well together, but don’t overdo it: Good Combinations:
  • (sms+transfer) - Provides information AND human help
  • (sms+disconnect) - Provides information AND ends call
Avoid:
  • (disconnect+transfer) - These contradict each other
  • (sms+sms) - Redundant and confusing

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Context-Aware Tagging

Choose tags based on the conversation outcome:
Conversation ResultRecommended TagWhy
User satisfied, call complete(disconnect)Clean ending
User needs human help(transfer)Immediate assistance
User needs follow-up info(sms)Information delivery
User needs both info and help(sms+transfer)Complete solution

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Testing Your Tags

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Before Deployment:

  1. Test each tag individually - Make sure each one works correctly
  2. Test tag combinations - Verify that combined tags work as expected
  3. Test user experience - Ensure the AI’s message flows naturally into the action
  4. Test backend integration - Confirm that actions actually happen

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Test Scenarios:

  • Disconnect test: Does the call end smoothly?
  • Transfer test: Does the call move to the right agent?
  • SMS test: Does the message get sent to the correct number?
  • Combination test: Do multiple actions happen in the right order?

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Troubleshooting Common Issues

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Problem: Tag Not Working

Possible Causes:
  • Tag placed in wrong location
  • Tag syntax is incorrect
  • Backend system not configured properly
Solution: Check tag placement and syntax, then verify backend configuration.

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Problem: Wrong Action Triggered

Possible Causes:
  • Tag syntax error
  • Backend system confusion
  • Multiple conflicting tags
Solution: Review tag syntax and ensure only one action is intended.

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Problem: User Confusion

Possible Causes:
  • AI doesn’t explain what’s happening
  • Action happens too quickly
  • Unexpected behavior
Solution: Make sure AI clearly explains the action and timing.

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Implementation Checklist

Use this checklist to implement tags effectively:
  • Understand your needs - Identify which actions you want to automate
  • Choose appropriate tags - Select tags that match your use cases
  • Write clear AI messages - Ensure the AI explains what’s about to happen
  • Place tags correctly - Put tags at the end of AI messages
  • Test thoroughly - Verify all tags work as expected
  • Train your team - Make sure everyone understands how tags work
  • Monitor performance - Track how tags improve user experience

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Next Steps

Now that you understand how AI prompt tags work:
  1. Review your current prompts - Identify where tags could improve efficiency
  2. Start with simple tags - Begin with (disconnect) and (transfer)
  3. Add SMS functionality - Implement (sms) for follow-up information
  4. Combine when beneficial - Use combinations like (sms+transfer) for complex scenarios
  5. Test and refine - Continuously improve your tag implementation
Ready to automate your AI calls? Start implementing tags in your prompts today. Remember, tags are the bridge between AI conversation and automated action - they make your system smarter and more efficient.
Need help with prompts? Check out our Prompt documentation to learn how to create effective AI call prompts that work perfectly with tags.
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