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How to Manage Tags on Call Results
How to Manage Tags on Call Results
Updated this week

Why Proper Tags Are Essential

Properly managing tags is critical for ensuring your AI agent functions effectively and accurately. Here’s why:

  1. Improves Tagging Accuracy

  • Tags help the AI agent correctly categorize call results and increase successfully tagged calls.

  • Well-defined tags reduce the likelihood of errors or misclassification.

  1. Avoids Inconsistencies

  • Ambiguous or inconsistent tags can lead to frequent mistakes, causing the AI agent to apply incorrect tags.

  • Clear and precise tag definitions ensure the system runs smoothly.

  1. Editing and Deleting Tags

  • Custom tags can be created, edited, or deleted, for your project needs

  • Some tags, such as Voicemail or Transferred, are predefined technical tags. These tags cannot be edited or deleted, as they are applied automatically by the system, not by the AI Agent.

By maintaining clear, well-structured tags, you can ensure your AI agent tags calls accurately and avoids misclassifications.

If you decided to edit your Follow these steps to create, edit, or delete tags on call results:

1. Access Call Dispositions

  1. Navigate to the Projects section.

  2. Open the project you want to modify.

  3. Click the Settings button (gear icon).

  4. Go to the General tab and locate the Call Dispositions section (Positive, Neutral, Negative).

2. Create a New Tag

  1. Click the Add Tag button.

  2. Enter the tag name (e.g., Next Call).

  3. Add a Definition to describe when the tag should be applied.

  4. Click the Save button to finalize the new tag.

  5. Repeat these steps to add as many tags as needed.

  6. After creating, editing, or deleting tags, scroll down and click the Save button to apply all changes to your project.

3. Edit an Existing Tag

  1. Locate the tag you want to edit and click the Edit button.

  2. Modify the Name or Definition as needed.

    • If the definition text box is too small, drag it downward to see the full content.

  3. Click the Save button to apply changes.

  4. After creating, editing, or deleting tags, scroll down and click the Save button to apply all changes to your project.

4. Delete a Tag

  • If a tag is no longer needed, click the Delete button to remove it.

  • After creating, editing, or deleting tags, scroll down and click the Save button to apply all changes to your project.

Your tags are now updated and applied to the project!

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