Tags group your calls by topic, such as "Billing", "New customer" or "Technical support". When each call ends, the assistant adds the tags that fit. You can also add or remove them yourself, and filter the call log by tag.
Create tags
Tags belong to one phone assistant. To manage them:
- Go to Assistants and click Configure on your phone assistant.
- Open the Behavior tab and scroll to Call tags.
- Click New tag.
- Fill in:
- Name: short and specific, for example "Billing" or "Domain renewal". Each name can only be used once per assistant.
- Description: when the tag applies. The assistant uses it to decide.
- Color: how the tag looks in the call log.
- Click Save.
Each tag shows its description and how many calls have it. Use the pencil icon to edit a tag and the bin icon to delete it.
How automatic tagging works
- It happens right after the call ends, based on what the caller wanted, not on how the assistant answered.
- A call gets up to three tags, and only tags from that assistant.
- If no tag clearly fits, the call is left without tags. That's normal.
- New or edited tags apply to calls from then on. Older calls keep the tags they had.
Tips for good tags
- Pick clear, distinct names. "Billing" and "Payments" overlap; choose one.
- Describe the situation in the description. For example: "The caller asks about an invoice, a charge or how to pay."
- Keep the list short. Five to ten tags you actually use work better than thirty.
- Name the intent, not the result. "Wants a quote" is more useful than "Resolved".
Add or remove tags on a call
- Open the call in Calls.
- Click the Tags field at the top of the panel.
- Pick a tag to add it, or click the x on a tag to remove it.
Changes save right away. If saving fails you'll see "Couldn't save the tags. Please try again." and the call keeps its previous tags.
Filter by tag
In Calls, use the tags filter (All tags by default) to see only the calls with one tag. It appears once the assistant has at least one tag.
Good to know
- Deleting a tag removes it from every call that has it. The dashboard tells you how many calls first, and it can't be undone.
- Tags are for phone assistants. WhatsApp conversations don't use them.
- Calls your team answered without the assistant are usually not tagged, because there's no conversation with the assistant to review.