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Notes & Tagging

Leverage AI to automatically summarize your calls and add relevant tags.

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Written by Valeriia Volobrinskaia

Here is an outline of our call summarization, Smart Notes, and tagging feature, which is part of our Conversation Intelligence suite. Learn how to configure and customize automatic call summaries and tags.

User Level: Admin

Prerequisites

  • Conversation Intelligence is part of your current CloudTalk plan

  • Call recording enabled

  • CI Plus for AI email follow-ups

Configure Call Summary & Tagging

  1. From the dashboard, navigate to Settings > Conversation Intelligence. Scroll down to Notes & Tagging.

  2. Make sure the users whose calls should be processed are listed under Users with CI enabled on the AI Conversation Intelligence page.

  3. Turn on Notes & Tagging.

  4. Under Smart Notes, select which note blocks to include. Call Details is always included; the others are Decisions Made, Action Items, Risks and Issues, Customer Feedback, Open Questions, and Important Dates and Deadlines.

  5. Under Tags for AI Auto-Assignment, select which tags the AI should automatically assign to calls based on detected topics. By default all tags are selected; group-specific tags apply only to calls handled by agents in those groups; if none are selected, no tags are auto-assigned.

  6. Save Changes.

AI Email Follow-Ups (CI Plus)

The Notes & Tagging section also holds the follow-up email setting. On CI Plus it is a toggle, Auto-Generated Follow-up Emails.

Follow-up emails are not generated automatically after each call. The agent opens the call's Call details page, goes to the Notes tab and clicks Generate email under Draft a follow-up email. CI drafts a subject and a body from the transcript, summary and action items: what the call was about, what was agreed, what the agent will do next, and what the customer needs to do. Subject and body are two separate fields the agent edits inline, then Copy copies the finished email for pasting into their own mail client, or Open in your email app opens it as a new message there. Nothing is sent from CloudTalk.

Where a detail was not said on the call (a date, a price), the draft shows a square-bracket placeholder for the agent to fill in.

If the call has too little content for an email (voicemail, wrong number, a call cut off after a few seconds), the window shows There isn't enough content in this call to draft a follow-up. instead of a draft.

The draft is written in the CI output language: the language of the call when the setting is auto, otherwise the configured language.

On CI Basic the section shows the AI-generated email follow-ups card at €19 / user / month with the upgrade button for your situation: Upgrade to CI Plus if you pay for CI Basic, or Add CI Plus to your trial if you are on a trial.

See AI Email Follow-Ups for details.

Call Summaries in Action

Agents can complete their calls as normal. When the call finishes and the After-Call Work screen comes up, they can select Done to move on to the next call.

Desktop App View

From Call History in the desktop Phone app, click a call to open its Call detail. Switch from Details to the AI insights tab to see the Conversation Intelligence data for that call: Call Score, Call Summary (with buttons to add it to the call notes or copy it), Smart Notes, Topics Extraction and Sentiment Analysis, plus an Open detailed view on dashboard button that opens the call in Analytics > Call Detail.

Analytics View

A more detailed view of call summaries and other CI features is available in Analytics > Call Details. To open it, go to Analytics > Call log , click the three dots on a call row and choose Call details. If auto-tagging is configured, call tags will also be viewable here. Company managers will be able to see an overview of what was talked about during the call, without putting extra work on the agent.

On CI Plus, calls handled by a group or Voice Agent with an assigned custom summary template also show the custom summary next to the standard summary and Smart Notes (see Custom Summary Templates).

Copy to Call Notes

In the desktop Phone app, open the call's Call detail and switch to the AI insights tab. The Call Summary card has two buttons:

  1. Select the left icon to add the summary to the call's Notes. If there is existing content in the Notes field, the summary is appended after a line break.

  2. Select the right icon to copy the summary to your clipboard instead.

Call summary and copy to notes features are not available on our mobile app.

Smart Notes

Our AI smart notes feature automates note taking for Conversation Intelligence users. Manual agent notes become optional, with AI handling important call insights such as deadlines, action items, open questions, and more.

Smart Notes Settings

Admin can clarify which section blocks should be included in the smart notes breakdown. Blocks that are checked to include will be included in the AI prompt which analyzes the call transcript.

Edit Note Settings:

  1. From the dashboard, go to Account > Settings.

  2. Select the AI Conversation Intelligence tab and scroll to Notes & Tagging.

  3. Uncheck any sections you do not want to include.

    1. Call Details will stay selected by default.

  4. Save Changes.

Access Smart Notes

On a Call Detail page within Analytics or on the AI insights tab in the desktop Phone app, you will be able to see the AI smart notes breakdown in addition to any notes manually added by the agent. All notes will be located in the dedicated Notes tab, with AI notes clearly marked and classified into relevant sections. Bullet points are used to avoid cluttered text blocking.

Notes Breakdown

There are 7 section blocks included in the AI Smart Notes section of the Notes tab of Call Detail:

  • Call Details: Significant updates and general information, such as participants on the call

  • Action Items: A list of followup tasks identified within the call

  • Decisions Made: A list of points that were agreed upon during the call

  • Open Questions: Questions which require followup after the end of a call

  • Important Dates and Deadlines: Dates and times identified in the call and the business events they are linked to

  • Risks and Issues: Potential business risks or issues identified during the call

  • Customer Feedback: Feedback provided by the customer during the conversation

Adding Contextual Descriptions for Tags in Dashboard Settings

To improve the accuracy of AI-applied tags, you can now add a brief description for each tag in the dashboard settings. These descriptions provide context on the tag’s purpose, such as acronym meanings or specific usage scenarios, helping the AI apply tags more effectively during call analysis.

  1. From the dashboard, navigate to Account > Settings > General.

  2. In the Tags / Call Dispositions, find the tag you want to provide context for.

  3. In the Description field, add a brief note explaining the tag’s purpose or usage.

    1. Example: Customer requested help with using product features.

    2. A free-text description (up to 100 characters) can be added for each tag.

    3. This description provides context that the AI uses during call analysis to enhance tagging accuracy.

    4. Any descriptions added to existing tags will be factored into future call processing by the AI.

  4. Save Changes.

Only tags selected under Tags for AI Auto-Assignment are considered by the AI. By default all tags are selected; if none are selected, no tags are auto-assigned.

Need help or have a question? Just reach out through our Support portal — we’re here for you.

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