Untag Contact

Getting here

Automate → Workflows, open a workflow, click + on the canvas, then pick Untag Contact under Add Steps.

Before you start

• An owner, admin or agent can add this step and save the workflow. Publishing that workflow — the thing that makes it run on live conversations — is an owner or admin action.
• Building and running workflows depends on your plan; see pricing.
• Nothing outside Inchat has to be connected. The step only writes to the contact behind this conversation.

Set up

1. Open the workflow and click + where the removal belongs.
2. Pick Untag Contact.
3. Leave Action on Remove Tag and On on Contact — switching either turns this into Untag Conversation, Tag Conversation or Tag Contact instead, since all four share one editor.
4. Pick one or more tags from the chips.
5. Save the step, then publish the workflow. A saved but unpublished workflow removes nothing.

Fields

Action

Add Tag or Remove Tag.

Default: Remove Tag

Limits: Choosing Add Tag saves this as the Tag Contact step instead.

On

Whether the tag comes off the contact or off this one conversation.

Default: Contact

Limits: Choosing Conversation saves this as the Untag Conversation step instead.

Tags

Chips for every tag already used somewhere in the workspace. Several may be picked on one step.

Limits: A free-text box to type a name only appears when the workspace has no tags at all yet — with any tag already in the workspace, Remove offers chips only, so you cannot type a name that is not on the list.

How it works

• The step resolves the contact behind this conversation and rewrites contacts.tags with the named tag taken out — the same column Tag Contact writes and Contacts, segments and broadcasts read.
• Removing a tag the contact does not carry — including one that only differs in letter case from what the contact actually has — is a no-op success: nothing is written and the step still counts as ok, so a branch can clear a whole set of mutually exclusive tags without first checking which one is set. This is the pairing the product expects: a flow that marks a contact no_show should remove it in the same branch that later marks them attended, or the tag can only ever grow.
• Naming several tags on one step tries every one of them, even if an earlier one in the list failed to write, and the step is recorded failed if any of them did.
• Removal matching is exact and case-sensitive against whatever is currently stored — the workspace's tag list holds one canonical spelling per name (folded there when the tag was added), so naming this step's tag in a different case than that stored spelling is the no-op above, not a match. A name saved in another case — typed while the step was on Add Tag, or written by the AI builder — is that no-op.
• A tag actually removed (not a no-op) is logged to the contact's Activity tab, marked as removed by a workflow (or by the AI agent, when the step runs inside an AI turn).

When it fails

• This conversation has no linked contact: the step fails with this conversation has no contact to tag, and nothing is written.
• A database error reading or writing the contact — rare and transient — also fails the step, with no specific reason set: the run's Activity tab shows the fixed line failed without a reported reason.
• A failed removal does not stop the run: the step is recorded failed and the flow moves straight to the next one, so a message or close placed after it still happens with the tag still on the contact.

Limits

• It never touches this conversation's own tags — clearing a tag Tag Conversation added needs Untag Conversation instead.
• The removal applies to the contact everywhere, not to this conversation's channel alone — the tag lived on the contact, not on any one thread.
• It does not fire this workspace's Contact Tag Updated trigger for other workflows — only a change made in (Contacts, the inbox sidebar, the app, or the public API) does. Unlike Tag Contact, removing a tag also never moves or opens a deal — a pipeline stage's auto-tag rule only ever reacts to a tag being ADDED, never to one being removed.

Use cases

• Remove no_show once the same contact has attended a rescheduled session, so a broadcast that targets no-shows for a nudge stops reaching them.
• Remove webinar-attendee if a registration is later canceled, so a segment built on past attendance does not keep counting them.

Related

• Tag Contact — Add one or more tags to the person behind this conversation — what the contact sidebar, Contacts filters, segments and broadcasts all read, and what a pipeline stage can watch for to move a deal.
• Tag Conversation — Add one or more tags to this conversation — read by saved views as a fallback when a contact tag doesn't match, and gone once the thread is.
• Untag Conversation — Remove one or more tags from this conversation — the other half of Tag Conversation, so a flow can clear a state it no longer applies.
• Conditions and variables — How a condition decides whether a workflow starts or which path a contact takes, and how a {{variable}} is filled into the text a workflow sends.
• Workflows: how a flow runs — A workflow is one trigger, optional conditions and an ordered list of steps; only a published workflow runs, and this article explains how a run starts, forks, pauses, fails and stops.