Call tags

Call tags classify a voice agent’s calls after analysis. They belong to that agent and save immediately without publishing. They are separate from contact tags and inbox conversation tags.

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Create a tag

1. Open the agent’s call-tag section and choose New tag.
2. Enter a name of 1–120 characters.
3. Describe When to apply it in 10–255 characters. State observable evidence, such as “The customer explicitly asks to speak with a human about a complaint.”
4. Choose a color. If you enable email notification, select at least one organization member to receive it.
5. Save. The active tag is available for subsequent calls.

The AI evaluates the description; this is not an exact-keyword rule. Avoid ambiguous labels without instructions. Test positive and negative examples and inspect the actual calls.

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Use tags in call review

Filter the call list by tags. In a call’s detail, Add tag lists active tags belonging to the agent that handled it. Remove a tag using its chip’s x. Manual additions are recorded as manual assignments. The contact’s call history also displays call tags. Applying one does not apply a contact tag or conversation tag.

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Edit, archive, and restore

Editing changes the tag’s configuration immediately. Archiving stops new automatic use and removes it from active selectors, while historical calls retain it. Archived tags appear in a separate list with Restore. There is no permanent delete action here. Tags are not shared between agents. To use an equivalent classification on another agent, create it there and keep its description consistent. The call detail does not show a confidence score or explanation for each AI tag.

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Frequently asked questions

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See also

• Post-call
• Versions and tests