The Change tags block belongs to Action blocks. The block’s functionality is the same for Triggered and Bulk scenarios.
Tags help you categorize contacts based on different criteria. For example, you can add a tag to subscribers who clicked on a “Sign up” button on a website or opened an email.
With the Change tags block, you can automatically add or remove tags in the contact’s card depending on their actions in a scenario.
To add the Change tags block, go to the Omnichannel automation scenarios page → Based on your goal, choose the Triggered or Bulk scenario tab → Click the “New campaign” button → The scenario builder will open.
Add the Change tags block to the workspace from the toolbar menu below or by right-clicking the workspace.
To add or remove a tag, click the +Tag button and select a tag from the dropdown menu. You can add or remove multiple tags.
If you want to add a tag that isn’t on the list, type its name and click Create tag: “Tag name”. The tag will be created and automatically added to the block — you don’t need to select it from the list afterward.
Example 1: Re-engagement campaign (Bulk scenario)
Let’s say we want to re-engage customers of an online beauty store who haven’t opened emails or made a purchase in the last six months.
All these contacts are stored in the “Inactive” list and have the “Inactive” tag assigned — the tag helps identify them across different campaigns, while the list is used to launch this one.
We created a Bulk scenario with the Start with the list trigger and selected the “Inactive” list. When the scenario starts, all subscribers in this list receive a re-engagement email titled “We Miss Your Glow! ✨ Enjoy 20% Off Your Next Purchase.”
Next, we added a Condition block: if subscribers click the link in the email within five days, the system automatically removes the “Inactive” tag from their contact card and assigns the “Re-engaged” tag instead.
If the condition is met, the Change tags block automatically removes the “Inactive” tag and adds the “Re-engaged” tag to the contact cards. Then, the Change lists block moves these subscribers from the Inactive list to the Active list, so they receive future campaigns for active customers instead of win-back messages.
Example 2: Webinar registration (Triggered scenario)
Let’s say we want to automate communication with everyone who signs up for a pre-recorded sketching webinar through a form on our website. All new sign-ups are automatically added to the “Sketching Webinar Sign-Ups” contact list.
We created a Triggered scenario with the Contact list trigger and selected the “Sketching Webinar Sign-Ups” list.
Next, we added an Email block. As soon as a new contact is added to this list, the system sends a confirmation email titled “You’re in! 🎉 Here’s your sketching webinar.” The email includes a direct link to the pre-recorded webinar.
The Change tags block assigns the “Webinar registered” tag to all new sign-ups. This tag helps track everyone who registered for the webinar and can later be used to send follow-up campaigns or special offers.
Then, we add a Condition block that checks whether the subscriber clicked the link to watch the webinar within ten days after receiving the email. If the condition is met, the second Change tags block automatically removes the “Webinar registered” tag and assigns the “Webinar watched” tag instead.
This way, we can distinguish between contacts who only registered and those who actually watched the webinar to keep segmentation clean and tailor future campaigns to each group.
