Tag-Based Control: How It Works
Tag-based control lets you decide exactly who the AI should engage with and who it should ignore, using the customer tags you already manage in Momence. Think of tags as a permission switch for your AI — they determine when the AI is allowed to step in. With tag rules, you stay firmly in control while giving the AI the freedom to assist where it’s needed most. This feature also gives you greater confidence in your AI workflows by allowing you to isolate specific customer groups, making it easier to review, test, and understand how your agent responds.
The Three Modes
You can choose one of three modes for how the AI handles conversations:
1. Respond to Everyone (Default)
The AI responds to all customers unless you tell it otherwise. This is best full coverage and simple setups — which we always encourage!
Use this when:
You want the AI to handle most conversations
Your policies and rules are straightforward
You trust the AI to manage all customer types
2. Respond Only to Customers With Specific Tags
The AI will only respond with a customer who has one of the selected tags. The other customers will be ignored and manually handled by a staff member. Replies when a customer has one of the selected tags.Everyone else is ignored. This is best foresting or limited rollouts.
Use this when:
You’re piloting AI with a subset of customers
You only want AI to help specific segments (like “Active Member,” “Intro,” or “VIP”)
You want tighter control before expanding coverage
3. Ignore Customers With Specific Tags
The AI responds to everyone except those with selected tags. This ensures certain people always reach a human protecting sensitive groups.
Use this when:
Staff, instructors, or founders should get human-first responses
You want a safety net for internal or sensitive contacts
You’re comfortable with broad coverage, but want to exclude key groups
How It Works Behind the Scenes
When a message comes in:
The AI checks the customer’s tags.
It compares them to your tag rules and will either ignore or respond based on the selection chosen.
If there’s a match, the AI responds.
If not, it stays silent — leaving the message for a human to handle.
Important Rules
If no tags are selected, the AI responds to everyone.
Tags are checked before the AI takes any action.
This applies to both Support Agent and Sales Agent modes.
Tag rules don’t override your policies — they only control access.
Common Examples
Example 1 — Pilot rollout
Mode: Respond only to tags
Tags: Active Member, Intro Lead
Result: AI ignores everyone else
Example 2 — Exclude internal users
Mode: Ignore tags
Tags: Staff, Instructor
Result: AI never replies to internal users
Example 3 — Full coverage
Mode: Respond to everyone
Tags: None
Result: AI handles all conversations
Key Takeaway
Tag-based control isn’t about customizing messages — it’s about building trust and confidence as you scale AI support.
To make the most of it:
Use tags to reduce risk
Simplify your policies
Gradually expand coverage over time
That’s how you grow your AI’s impact while staying in control.
Questions?
If you have any further questions regarding the tag based control feature, please feel reach out to us at [email protected]