Call tags

Call tags let you sort calls into categories that make sense for your team, like "New client", "Billing", or "Support", then use those categories to filter your analytics or customize how AI summarizes each type of call.

📝 Note: This is different from the general AI summarization prompt, which applies to all calls by default. A tag's summarization prompt only applies to calls with that specific tag.

In this article, we'll cover:

• Enable call record tagging
• Define custom prompts per tag
• Apply a tag
  • After a call
  • From the phone page
• Frequently Asked Questions (FAQs)

Enable call record tagging

1. Go to Admin.
   

2. Select Configuration.
   

3. Click Calls.
   

4. Scroll down to call record tagging and choose one of the following options
   

   1. Enable— tagging is available, but optional for each call.
   2. Disable— tagging is turned off entirely. Call tagging is disabled by default.
   3. Require for every call— every call must be tagged before it can be saved.
5. Click Configure tags to edit prompts.
   

Define custom prompts per tag

1. Go to Admin.
   
2. Select configuration.
   
3. Click AI.
   
4. Scroll down to Prompt by tag and click Configure by tag prompts.
   
5. Select New tag.
   
6. Enter a tag name and summarization prompt. This tells the AI how to summarize calls that use this tag.
   
   1. Click the color dot to change the tag color. All tags are grey by default.
      
   2. Press and hold the drag handle to rearrange tags. This will be reflected in the  tag dropdown.
      
   3. Click the X icon at the far right to delete a tag. 
      
7. Hit Save.
   

Apply a tag after a call

1. On the after-call window, click Tag.
   

2. Choose the right tag for the call.
   

3. Hit save.
   

Apply a tag from the phone page

1. Go to the phone page.
   

2. Select the conversation.
   

3. Locate the call and click on it.
   

4. Click Tag.
   

5. Choose the right tag for the call.
   
   

6. Hit save.
   

Frequently Asked Questions (FAQs)

• If I change a tag after the call is saved, will the summary update too?
  Yes, but not right away. The summary updates only when you resave the call with the newly selected tag.
• What happens if I delete a tag that's already been used on calls?
  Calls already assigned to that tag will keep it; deleting the tag doesn't remove it from those calls. However, the tag will no longer show up as a filter option in Analytics.