Call tags provide a quick and easy reference system to store call data and relevant filtering within analytics. Learn how to use and edit available call tags.
How are call tags different from contact tags?
CloudTalk actually has two different tag systems — one for labeling contacts and one for marking calls. Call tags may also be referred to as call dispositions. They are designed to mark the result, topic, or category of a particular call.
Give Context in Call Details
Call tags are a quick and streamlined way to provide context for a call. Agents are able to see selected call tags from a past call in Dashboard - Call history to easily recall details from the conversation or any follow up actions that needed to take place.
Filter Contacts, Logs, and Analytics
When call tags are used consistently by your organization, they can become an effective tool for filtering data and tracking customer experience.
Within our Analytics tool, admins can filter by call tag to view the call logs for only specific types of calls.
Admins can also filter agent and group reports by call tag to gather more data about calls of certain result types such as "Interested" or "Not interested". This provides valuable insight to data trends for different types of calls, and areas where the customer experience could be improved.
Call tag analysis works better when agents are consistent, which is why we have an option for admin to enable mandatory call tagging. From the dashboard, go to Account > Settings and scroll to Tag/Call dispositions to enable.
Create Workflow Automations
Admins can create automated workflows that use call tag data as triggers or conditions.
For example, you could create an automation which runs each time a support ticket is created in response to a call. You could use a Call modified trigger for this, causing the automation to trigger any time a call has tags or notes added to it (either before or after it took place).
You could use call tag data in your condition by clicking into the Property field and selecting
tagsfrom the Useful data for your Workflow section. In this example, we only want our trigger to fire when our "Support ticket created" call tag is present.
Remember that call tag names may vary depending on the settings for your company. Admin can change these in the dashboard via Account > Settings.
Managing Call Tags in the Dashboard (Admins Only)
Admins can edit the tags or call dispositions available for agents to use from the dashboard.
How to Add or Remove Call Tags in the Dashboard
Go to Account > Settings. Scroll down to the Tags / Call dispositions section.
Delete existing tags using the red trash icon. Select
+ Add Tagto add a new one.You can specify Groups to see your call tag, if it is only relevant for some teams.
Type can be inbound, outbound, or for all calls.
Save Settings to finalize changes.
Updating Call Tags in the Calling App (Agents & Admins)
Agents (or any user role) can assign, edit, or update tags for individual calls directly in the Calling App. Select the Tags icon while the call is in progress.
Agents cannot create or delete call tags in the Calling App—they can only update tags for specific calls.
FAQ
How can I remove unused tags from the list?
Only Admins can remove tags from the Dashboard.
Go to Settings > Call Tags and delete the tag.
Once removed, the tag will no longer be available for future calls.
Can Agents remove tags from past calls?
Yes, but only for individual calls. They cannot remove tags from the overall tag list.
What happens if a tag is deleted?
Deleted tags will no longer be available, but calls that previously had the tag will still show it in the call history.
Have more questions? Contact our Support team. We're always happy to help!