Tags

Important

Currently, when you transfer a tracking number to a different company, call tags that have been applied to calls to the tracking number will not be transferred with the rest of the call data to the gaining company.

Tags are a helpful way to sort and categorize your calls and form submissions. Each company in your account has its own set of tags that can be created, edited, and color-coded to help you sort your data faster. 

Tags can be for specific companies in your account, or can apply to the whole account when created by an administrator. If you want to create an account-level tag, you can use this help article instead.

Account-level tags.

Getting started

There’s no limit on how many tags you’re able to add to a company. You can also assign multiple tags to a single call or form.

Editing a tag will change the tag in every place it’s currently assigned. Removing a tag will remove it automatically from any call flow and phone call it’s been assigned to. However, integration triggers and automation rules using a tag will need to be manually updated when a tag is removed.

Creating tags 

Follow the instructions below to configure tags for a specific company in your account. 

  1. Click Settings icon on the left navigation bar.

  2. Choose the company where you'd like to use tags.

  3. Click Workflow at the top of the page.

  4. Choose Tags from the Manage header on the left.

  5. You’ll see a list of pre-populated tags. You can create, edit, or delete any of these tags. To add more tags, click + Add Tag at the bottom of the list.

  6. Click Save at the bottom of the page to save your changes.

Deleting tags 

Follow the instructions below to delete tags for a specific company in your account.

Please note: deleting a tag will remove it from all previous interactions that have been tagged with that specific tag.

  1. Click the Settings icon on the left navigation bar.

  2. Choose the company where you'd like to use tags.

  3. Click Workflow at the top of the page.

  4. Choose Tags from the Manage header on the left.

  5. Choose the tag you want to delete and click the Delete icon. This deletes the tag from all the call flows and phone calls that it's been applied to in your account.

  6. To delete several tags at once, click the checkbox next to each tag you want to delete.

  7. Click Actions at the top right and choose delete.

Color coding tags

Applying colors to each of your tags lets you quickly differentiate between the types of calls and forms you receive. By default, the background color of any tag is gray, but you can choose different colors for each set of tags in each company. Once a color has been assigned to a tag, all assigned tags will update to reflect the new color.

  1. From the Tags page (Follow Steps 1 through 5 from the Creating Tags section above.), select the pencil icon to edit the tag whose color you'd like to change.

  2. Choose the color you'd like to apply to that tag.

    screenshot_1787.png

  3. Click Save to update your settings.

Adding the tag column to your activity dashboard

In order to see a call’s tag on your activity dashboard, you’ll want to ensure the Tag column has been added to your dashboard.

  1. Select Activity at the top of the page.

  2. Click Edit Columns from beneath the call graph.

  3. Select the Tag Checkbox, under Classification.

Adding tags to a call

You can apply a tag to a call from several places within CallRail. They can also have tags assigned automatically using our Automation Rules feature.

  1. Add a tag on your call log by clicking + in the Tags column.

  2. From the recording playback box by clicking + next to Tags.

  3. In the classification panel in the bottom right hand corner of the screen in Lead Center.

    screenshot_1290.png

You can also apply tags automatically using the Call Flow Builder and Keypad Scoring. For more information on these features, read these help articles:

Creating a tag step in the Call Flow Builder.

Tag calls using Keypad Scoring.

Adding tags to a text message

Use the steps below to apply tags to your inbound text messages.

  1. Select Activity at the top of the page.

  2.  Select Text Conversations on the left menu.

  3. Select an incoming text from your activity log and click + in the Tags column, then pick the tag you'd like to apply.

Adding tags to a form submission

Use the steps below to apply tags to form submission you've received. They can also have tags assigned automatically using our Automation Rules feature.

  1. Select Activity at the top of the page.

  2. Select Form Submissions under Forms on the left menu. 

  3. Add a tag to your form log by clicking + in the Tags column and picking the tag you'd like to apply.

  4. Alternately, you can add a tag to a form submission by clicking the Note icon at the far right of a form's row on your log and adding a tag within the panel at the bottom of the screen.

Filter by tag

You can apply a filter to your dashboard and reports to see calls and forms that have been assigned specific tags. Filtering your data by tags is a quick way for granular insight into your customer interactions.

  1. Click Add Filter from within the filter panel at the top of your Call Log or any report.

    Screen_Shot_2019-08-22_at_4.51.41_PM.png
  2. Choose Tags within the Properties group in the filter menu that appears.

  3. Select the tag(s) that you’d like to see. You can choose as many tags as you’d like.

  4. Once you’ve selected your tag(s), your activity log or report will update accordingly.

You can also filter which calls report to your third-party integrations by tag. For more information on how to set an integration filter for tags, read this support article:

Create integration triggers using tags.

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