Call tagging allows you to categorize your conversations, track customer interactions, and automate post-call analysis. In this guide, you’ll learn how to enable tagging permissions, manually tag calls, manage tag limits, and configure AI-driven auto-tagging.

Prerequisites

You must be an account administrator to access the Dashboard and enable this feature.
You must also first activate the free tagging feature in your Marketplace.
You must follow those steps first 👉 How to create call tags.

Using your tags

1. Enable call tagging permissions

Before your team can start tagging their communications, you must grant them the appropriate permissions in your settings.

Go to your Users page.
Select a user and click on "Edit".
Go to Permissions and scroll down to the "Calls" section.
Check the box next to "Tag calls".
Optionally, activate "Tags required" to enforce mandatory tagging after each call.

Once you configure these permissions, you can choose to apply them to other users, groups, or roles in bulk to save time.

2. Tag your calls manually

You can manually tag your conversations in one of two ways depending on your preferred workflow.

Option 1: Tagging from your call logs

Go to your Call logs from your dashboard
Select the specific call you want to tag.
Click on "Add a tag".
Choose the tag or a group of tags you want to apply.

Option 2: Tagging from the Webapp

Go to your Call logs directly in your Webapp.
Select the call you wish to update.
Click on the tag icon and choose your tags or tag group.
Click on the "Tags" button at the top right of the screen to display the active tags inside your call logs.

⚠️ Tags limits : If you receive an error indicating you have reached your tag limit, go to your Tags page and manually increase the maximum tag limit.

3. Configure access and AI tagging assistance

Streamline your workflow by automating call categorization and controlling tag accessibility.

Go to your tag's page.
Click to modify access permissions to choose who can see and use specific tags.
Enable AI assistance to automatically assign tags to your team's calls.

When automatic tagging is active, Empower's AI analyzes your calls and appends relevant tags. If no call note is present, the system will also automatically generate a summary.

Automatic tagging applies to all calls, even when call recording is not enabled.

⚠️ AI automatic tagging does not apply to: Calls shorter than 10 seconds, voicemails, unanswered or failed calls.

🎉 You now know how to configure call tagging and activate AI assistance and can categorize customer interactions to boost your team's productivity!