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Managing Call Tags

Call Tags are user-defined labels you attach to individual call records. Use them to group, filter, and search calls by your own categories (for example, a campaign name, a disposition, or a follow-up reason).

Tags are scoped to your organization and shared across all calls. Any tag you create on one call can be reused on any other call.

Accessing Call Tags​

Call Tags live on the Call details page and are visible in the Calls Table.

  1. Navigate to the Analytics module and open the Calls / CDRs page.

    Calls page in Analytics

  2. Click a call row to open its details page.

  3. Locate the Tags section near the top of the call details page.

    Tags section on the call details page

Creating and Assigning a Tag​

New tags are created from the same input you use to assign existing ones. If the tag name does not already exist in your organization, it is distinguished by a plus sign, and it is created and assigned to the call in a single step.

  1. Click the Add a tag... input in the Tags section of the call details page.

    Add a tag input

  2. Type the tag name.

    • If a matching tag already exists, it appears in the dropdown. Click it, or use the arrow keys and press Enter, to assign it.
    • If no tag matches, a new entry with a + icon appears at the top of the dropdown. Click it, or press Enter, to create and assign the tag.

    Dropdown showing existing and new tag options

  3. Confirm the tag appears as a chip next to the input.

    Assigned tag chip

info

Tag names must be 32 characters or fewer and may contain only letters, numbers, spaces, and hyphens. Names are stored in lowercase, so "Follow-Up" and "follow-up" are treated as the same tag.

Removing Tags from a Call​

You can remove a single tag or clear every tag on the call.

  1. Remove one tag: Click the X icon on the tag chip you want to remove. Click OK on the confirmation prompt.

    Remove a single tag

  2. Remove all tags: Click the Trash icon to the right of the input. Click OK on the confirmation prompt, which lists every tag that will be removed.

    Remove all tags

warning

Removing a tag from a call cannot be undone from the UI. The tag itself is not deleted from your organization; only its assignment to this call is removed.

Filtering the Calls Table by Tag​

Once tags are assigned, you can narrow the Calls Table to calls that carry specific tags.

  1. Open the Calls / CDRs page in the Analytics module.

  2. Add a filter and select Tags from the filter dropdown.

    Tags filter option

  3. Select one or more tag names from the multi-select combobox.

    Selecting tag values in the filter

  4. Click Apply.

    The Calls Table updates to show only calls that have at least one of the selected tags. Assigned tags are also shown in the Tags column of each row.

    Tags column in the Calls Table

For the full filter workflow, see The Calls Table.

With Call Tags in place, you can label calls with the categories that matter to your team and retrieve them later from the Calls Table.