Allow Contacts To Inherit Tags Across Calls
A lot of my customers get a high volume of calls from their existing customers. Each time their calls come in, I have to re-tag the call as an existing customer. I would like to have the ability to apply tags at the contact level and then have them inherit those tags across calls.
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Hey Hunter,
This is typically what people use the Qualified status feature for. Qualified status follows the lead while tagging is meant to apply to each interaction.
I saw that in another community post, but I'm not a huge fan of that approach. I like to use that only on leads as it helps me glean which calls were leads faster and then use it to track qualification rate across leads. I also don't think it is a good look as an agency provider when the client logs into their activity tracking and sees a wall of unqualified calls even though most of them aren't even leads to begin with. I think it would also be helpful to have tagging at the contact level for other reasons, like analyzing what types of other inquiries come in from certain numbers and seeing if a better solution can be implemented that can reduce call volume, job seekers for instance.
Hey Hunter,
Thanks for taking the time to give us that feedback! I'll go ahead and submit this to our product team for review.
I tried using the qualified status a little bit in a couple of accounts. I noticed that the qualified status applies to contacts and can't necessarily be used to filter out calls. For instance, if I mark a call as unqualified, the contact is tagged unqualified, but their other calls are not. They still pollute call reports, making it difficult to triage.
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