Tags

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.

CallRail can also create and apply tags for you. With service tags (BETA), CallRail reads your call transcripts and automatically tags each call with the service your caller asked about, such as "AC Repair" or "Teeth Whitening." See Service tags (BETA) below to learn more.

Getting started

There’s no limit on how many tags you can 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 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. You’ll see a list of pre-populated tags. You can create, edit, or delete any of these tags. Click + Add Tag at the bottom of the list to add more tags.
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. This includes service tags. If you delete a service tag, it is permanently removed from every past call it was applied to, and CallRail will no longer use it to tag new calls.

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.
   
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. Navigate to your call's timeline.
2. Open the Review this call sub-menu
3. Add a tag on your call log by clicking + in the Tags section.

You can also add a tag to a call from the recording playback box by clicking + next to Tags.

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. Alternatively, 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.

Service tags (BETA)

Overview

Service tags help you see which of your services are generating calls without tagging each call by hand. After a call is transcribed (turned into written text), CallRail reads what your caller said and automatically applies a tag for the service they asked about. For example, if a caller asks about drain cleaning, the call is tagged "Drain Cleaning."

Service tags work with the services listed on your company's Business Profile. This feature is in BETA, which means it is still being tested and may change as we learn from customer feedback.

How service tagging works:

• CallRail only looks at what the caller said, not what your team member said.
• A call can receive up to 3 service tags.
• If CallRail is not sure which service the caller asked about, it does not add a tag. This helps avoid incorrect tags.
• Service tags are applied to calls only. Text messages and form submissions are not tagged automatically.
• CallRail creates service tags automatically only for services with short names (two words or fewer, such as "AC Repair"). If you already have a tag with the same name as a service, such as "Plumbing," CallRail uses your existing tag instead of creating a new one.

Before You Begin

• Your account needs Conversation Intelligence. Without it, calls are not tagged, even if Voice Assist answered and transcribed them. If your account does not have Conversation Intelligence, you will see a message on your Business Profile that the feature is not available on your current plan. [VERIFY: plan names that include Conversation Intelligence]
• Call transcripts must be turned on for your company and its tracking numbers. If transcripts are off, the Smart service tagging switch is hidden and a message shows a link to turn them on.
• Your company needs a Business Profile with services that have service tags. At launch, this is available when you create a new Business Profile, either while creating a new company or from the Business Profile page. Companies that already have a Business Profile with the older services format cannot use this feature yet. [VERIFY: availability for existing customers, see notes below]

Setup

[VERIFY: exact navigation to the Business Profile page]

1. Create a new company, or open the Business Profile for an existing company.
2. Create your Business Profile using your website or company lookup. CallRail uses this to generate your list of services and their service tags. When you finish creating a company, you can also click Go to my business profile to finish setup.
3. On the Business Profile page, find the Smart service tagging switch and make sure it is turned on. It is on by default for new Business Profiles.
4. To review your service tags, follow the steps in the Creating tags section above to open the Tags page. The Linked services column shows which service each tag belongs to.
5. To connect one of your own tags to a service, open your Business Profile and attach the tag to that service. You can attach any tag to any service.

To stop automatic service tagging, turn off the Smart service tagging switch on your Business Profile. Calls that were already tagged keep their tags.

Troubleshooting

My calls are not getting service tags. 

Check the following, in order:

1. Your account has Conversation Intelligence.
2. Call transcripts are turned on for the company and its tracking numbers.
3. The Smart service tagging switch is turned on in your Business Profile.
4. Your services have tags attached. CallRail only creates tags automatically for services with short names, so you may need to attach a tag to longer service names yourself.
5. The caller actually asked about a service. A greeting, or your team member listing services, does not count.

Frequently Asked Questions

Are service tags different from regular tags?

They are still tags, and you can edit them on the Tags page. The difference is that when a tag is connected to a service on your Business Profile, CallRail can use it to tag calls for you.

Can I turn service tagging off?

Yes. Turn off the Smart service tagging switch on your Business Profile.

Can I tell which tags CallRail created?

Not from the Linked services column. It shows which service a tag is connected to, not who connected it, and you can link tags that you created yourself.

Why are my Voice Assist calls not getting service tags?

Service tagging requires Conversation Intelligence on your account. Calls on accounts without it are not tagged, even when Voice Assist transcribed them. Tags already on past calls stay, and tagging starts on its own if you add Conversation Intelligence later.

What happens if I delete a service tag?

The tag is removed from every past call permanently. See Deleting tags above.

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.
   
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.

Service tags can be used in filters the same way as any other tag.

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.