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Active tags map contact tags to assistants for incoming messaging. Configure the exact tag your GHL integration sends, then test a message from a contact carrying that tag. Incoming phone calls use the phone number’s routing settings. Outgoing call requests select an assistant explicitly. Use Test incoming calls or Place an outbound call for those tasks.

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Create a routing rule

You need access to active-tag settings and an assistant in the selected account. For GHL messaging, the contact and integration must belong to the intended connected location.
  1. Open Active tags.
  2. Select Create active tag.
  3. Enter a descriptive Rule name.
  4. Enter the exact Matching tag used on the GHL contact. If you leave it blank during creation, Assistable generates a value from the rule name; read the saved value before using it in a workflow.
  5. Select the Linked assistant.
  6. Select Create active tag.
  7. Apply the saved matching tag to a controlled GHL contact, directly or through your workflow.
  8. Send an incoming message from that contact through the connected channel.
  9. Confirm that the intended assistant responds in the conversation.
For the first test, use one assistant-routing tag on the contact so the expected destination is unambiguous.

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Rule fields

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Changing a rule

Edit the rule’s matching value or linked assistant and select Save changes. Changing Matching tag does not migrate existing contact tags or update external workflows. Update those separately and repeat the incoming-message test. If the editor shows a legacy assistant mapping, clearing the direct Linked assistant can leave that mapping in place. Follow the mapping shown in the editor when changing or pausing a route.

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If the assistant does not respond

  • Compare the saved matching value with the contact’s actual tag. The rule name is a label; the matching value controls routing.
  • Check for the ai_off tag. The incoming-messaging path stops AI processing when that tag is present.
  • Confirm the contact has a matching active tag. A contact with no match does not automatically fall back to the account’s only assistant.
  • Check that the matching rule points to the intended assistant and that the message is arriving through the correct connected location.
A saved rule confirms the mapping was saved. The controlled incoming message confirms the integration reaches that mapping.