Overview

Call tags are AI-powered labels that automatically categorize your calls based on specific criteria, making it easy to organize, filter, and follow up on important conversations. The system intelligently analyzes call content and applies relevant tags for call types, sentiment, follow-up requirements, and specific actions needed.

What Are Call Tags?

Call tags are automatic labels applied to your calls that help you:

• Organize calls by type, sentiment, or required actions
• Prioritize follow-ups based on urgency and need
• Filter conversations to focus on specific categories
• Track patterns across your call history
• Streamline workflows by quickly identifying action items

Video Walkthrough

Common Call Tag Categories

Call Types

• Sales calls - Prospecting, demos, closing conversations
• Support calls - Customer service, technical assistance
• Follow-up calls - Check-ins, status updates

Call Sentiment

• Positive - Satisfied customers, successful outcomes
• Negative - Complaints, dissatisfaction, concerns
• Neutral - Informational calls, routine discussions

Action Items

• Needs assistance with claim - Insurance or warranty issues
• Rescheduling - Appointments that need to be moved
• Cancellation - Services or appointments to be cancelled
• Needs packing - Shipping or moving assistance required
• Follow-up required - Calls needing additional contact

Using Call Tags Effectively

Viewing Tagged Calls

1. Main Dashboard View
   • All calls display with their assigned tags
   • Tags appear as colored labels next to call entries
   • Multiple tags can be applied to a single call
2. Tag Information
   • Tags show automatically after call completion
   • AI applies tags based on call content analysis
   • Manual editing and adjustment available

Filtering by Tags

Daily Workflow Management:

1. Start of Day Filtering
   • Filter by "Rescheduling" to handle appointment changes
   • Check "Cancellation" tags for urgent follow-ups
   • Review "Follow-up required" for priority calls
2. Task-Specific Filtering
   • Use filters to focus on specific action items
   • Group similar tasks for efficient processing
   • Prioritize urgent tags first
3. Team Coordination
   • Filter by team member assignments
   • Track completion of tagged actions
   • Monitor tag patterns for training opportunities

Filter Options

How to Filter:

1. Locate the filter section in your call dashboard
2. Select desired tag categories
3. Choose specific tags to display
4. Apply filters to view relevant calls only

Filter Strategies:

• Morning routine: Filter for "Rescheduling" and "Cancellation"
• Follow-up focus: Filter for specific action items
• Sentiment analysis: Filter by positive/negative for coaching
• Call type sorting: Focus on sales vs. support calls

Managing Call Tags

Accessing Tag Settings

1. Navigate to Settings in your dashboard
2. Select Call Tags from the menu
3. View existing standard tags and custom options

Creating Custom Call Tags

Step-by-Step Process:

1. Add New Tag
   • Click "Add Tag" or similar button in settings
   • Enter descriptive tag name (e.g., "Needs to Reschedule")
2. Define Tag Criteria
   • Write clear description for AI recognition
   • Specify trigger conditions
   • Example: "If the customer mentions needing to reschedule their call, make sure to tag this"
3. Configure Settings
   • Ensure tag toggle is ON for automatic application
   • Set priority level if applicable
   • Choose tag color or category
4. Save and Activate
   • Save your custom tag
   • Test with sample calls
   • Adjust criteria as needed

Custom Tag Examples

Customer Service Tags:

Tag Name: "Product Issue"
Description: "Tag calls where customers report problems with products or services, including defects, malfunctions, or dissatisfaction with product performance."

Sales Process Tags:

Tag Name: "Hot Lead"
Description: "Tag calls where prospects show high interest, ask about pricing, or indicate readiness to move forward with purchase decisions."

Operational Tags:

Tag Name: "Billing Question"
Description: "Tag calls where customers ask questions about invoices, payments, billing cycles, or account charges."

Best Practices

Tag Management Strategy

Naming Conventions:

• Use clear, descriptive names
• Keep names concise but specific
• Use consistent terminology across tags
• Consider using action-oriented names

Description Writing:

• Be specific about trigger conditions
• Include common phrases customers might use
• Consider variations in language
• Test descriptions with sample calls

Daily Workflow Integration

Morning Routine:

1. Filter by urgent tags (rescheduling, cancellations)
2. Review follow-up requirements
3. Prioritize high-importance tags
4. Plan day based on tag distribution

End of Day Review:

1. Check if tagged actions were completed
2. Review new tags applied during the day
3. Adjust filters for next day priorities
4. Update custom tags if needed

Editing and Adjusting Tags

Manual Tag Editing

When and How to Edit:

• Access individual call records to add or remove tags manually
• Save changes to preserve manual adjustments

Tag Optimization and Analytics

Improving Tag Accuracy

• Refine tag descriptions based on AI performance
• Add common phrase variations to tag criteria
• Regular review and cleanup of unused tags
• Test tag effectiveness with sample calls

Need Help? If you need assistance with playbooks or other Copilot features, contact our support team at help@supermove.com or reach out to your Customer Success Manager.