How Tags Work in the Automation Process

As an ACA Insurance Agent, managing leads, appointments, and communications efficiently is key to your success. One powerful tool that makes this easier is the use of tags in your automation system, especially when integrated with AI chatbots and CRMs like HighLevel.

Tags are labels automatically added to contacts based on their interactions or statuses. They help you organize, track, and prioritize your leads and clients without extra manual work. This guide explains how different tags work in the automation process, what they mean, and how they can simplify your workflow.

Why Tags Matter for ACA Insurance Agents #

Tags let you:

• Quickly identify where each lead or client is in the sales or enrollment process.

• Automate follow-ups and reminders based on a lead’s behavior or status.

• Separate leads that need immediate attention from those who have opted out or are less interested.

• Track appointments, conversations, and important document submissions automatically.

• Save time and avoid missing critical steps by letting the system organize your contacts.

Most Important Tags and Their Purpose: #

Tags help organize and automate client communication in your CRM. Below are the key tags every agent should understand and use correctly:

1. Dental #

Purpose: Used for new dental leads.

• Apply this tag when a lead is interested in dental insurance.

• Once added, an AI-powered follow-up message sequence will automatically begin to help book an appointment.

2. Health Client #

Purpose: Used after a client enrolls in a health insurance policy through the Marketplace.

• Add this tag once the policy is submitted and the client is added to the Marketplace.

• This tag will trigger post-sale engagement workflows, such as:

  • Requesting reviews

  • Sending welcome emails

  • Providing ongoing support

3. Call No Show #

Purpose: Tracks missed or no-show appointments.

• Apply this tag if a lead misses a scheduled appointment or cancels last minute.

• Important: If the lead reschedules, make sure to remove any of the following tags:

  • Call No Show

  • Call Cancelled

  • Any other missed appointment-related tags
    This helps maintain accurate workflow status and ensures proper communication.

4. Current Year Tag (e.g., 2025) #

Purpose: Tracks the coverage year for each health client.

• This tag should be added along with the Health Client tag when a client enrolls for the current year (e.g., 2025).

• It helps trigger the correct renewal workflows for the next year during open enrollment.

Types of Tags and How They Work #

1. AI Chatbot Tags #

These tags are added automatically by the AI chatbot when an appointment is booked via the chatbot.

• ai booked appointment
  Added when the AI successfully books an appointment for a contact. Helps track which appointments were made by the bot for targeted follow-up.

• ai aggression detected
  When the chatbot detects rude or aggressive behavior, it tags the contact and stops responding. This helps you know the conversation didn’t go well and may need special attention.

• ai off

  ai off tag needs to add when you want to take over the ai and you want to stop the ai replies for the contact. It will not turn on automatically. You need to remove this tag manually so that the ai will start giving replies.

• ai pause
  Temporarily pauses the chatbot’s replies. The bot will resume after 2 hours automatically.

• robot follow-up
  Marks contacts who have received a follow-up message from the AI, helping you track bot outreach.

• Not Interested
  Tagged when a lead says they’re not interested. This prevents unnecessary follow-ups.

• negative conversation
  Indicates a conversation took a negative turn, such as frustration or dissatisfaction.

2. AI Caller Tags #

These tags track phone call activity made by the AI system.

• outboundcallstarted
  Marks when an outbound call begins.

• ai call busy
  Added if the call line is busy, so you can try calling again later.

• voicemail
  Indicates the AI left a voicemail.

• ai call not answered
  Shows the call was missed or unanswered.

• appointment booked via outbound
  Marks appointments scheduled during an AI outbound call.

• dta lead not interested
  Marks leads from your DTA system who are not interested.

• callback later
  Contact asked to be called back later.

• callback requested
  Contact wants to speak with an agent personally.

3. Receptionist Call Tags #

Help track calls handled by your receptionist.

• appointment booked via receptionist
  When an appointment is booked by your receptionist.

• dta receptionist call completed
  Indicates a receptionist call was completed.

4. Lead Tags #

Organize and prioritize your leads.

• 2024 / 2025
  Tags leads based on the year you are working with them.

• hot
  For leads showing strong interest and likely to convert soon.

• lost / lost 2024
  For leads who opted out or did not renew.

• other aor
  Lead transferred to another agent.

• dental
  Leads interested in dental plans.

• disqualified lead
  Leads who no longer qualify.

5. ACA-Specific Tags #

These tags track ACA eligibility, surveys, consent, and renewals.

• aca lead
  Leads interested in ACA health plans.

• aca survey submitted
  Lead submitted the Eligibility Survey.

• consent to connect
  Lead gave permission to be contacted.

• send agent consent / agent consent submitted
  Tracks sending and receiving Agent Consent Documents.

• application review consent / app consent submitted
  Tracks the application review consent process.

• client renewal / 2025 renewal
  Tracks clients in the renewal process.

• health client
  Clients who have signed up for health plans.

6. Appointment-Related Tags #

• appointment set
  Marks when an appointment is successfully booked.

• call cancelled / call no show
  Tracks cancelled or missed calls.

• call completed
  Indicates the call was successfully completed.

7. Document and Disposition Tags (DMI & Others) #

• dmi_citizenship, dmi_income, dmi_ssn, etc.
  Tags for required documents, triggering automated follow-up to submit missing paperwork.

• email bounced / email unsubscribe / email complained
  Tracks email delivery issues or opt-outs.

• wrong number / landline number
  Indicates phone contact issues.

Practical Example: Using Tags in Your Daily Workflow #

Imagine the AI books an appointment for a lead and adds the tag “ai booked appointment”. You can set your system to send a personalized confirmation email only to contacts with this tag. If a lead later expresses disinterest, the tag “Not Interested” will stop automated follow-ups, saving you time.

When a lead submits the ACA Eligibility Survey, the “aca survey submitted” tag is added. This can trigger a follow-up sequence reminding the lead to complete necessary documents, improving your chances of conversion.

Tips for ACA Agents Using Tags #

• Check tags regularly to understand where your leads are in the process.

• Use tags to automate next steps like follow-up emails, calls, or reminders.

• Create workflows triggered by tags to save time and avoid manual errors.

• Remove or update tags as needed to keep your database clean and current.

• Train your team on the meaning of common tags so everyone is on the same page.

Conclusion #

Tags are a simple but powerful way to organize and automate your workflow as an ACA Insurance Agent. Whether the AI chatbot books appointments, detects aggression, or tracks document submissions, tags help you know exactly what’s happening with each contact. Using tags effectively ensures no lead is forgotten, follow-ups happen on time, and your client management stays smooth.