For AI assistants: this page as plain markdown is at https://docs.voicelogica.ai/raw/getting-started/call-tags.md, and https://docs.voicelogica.ai/llms.txt lists the docs by topic, one file each, small enough to read whole. Read those rather than this HTML page.
Call tags
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Call tags show at a glance how a caller felt and what the call was about. After every analysed call, the AI picks tags from your company’s list and puts them on the call. You then filter calls by tag, see the counts in your daily report and spot unhappy callers early.
You manage the list in Settings - Call tags.
Two groups of tags
Section titled “Two groups of tags”| Group | What it says | Per call | Examples |
|---|---|---|---|
| Mood | How the caller felt | At most one | Angry, Dissatisfied, Satisfied |
| Topic | What the call was about | One or more | Technical problem, VoIP, Pricing, New order |
Every company starts with the three mood tags Angry, Dissatisfied and Satisfied. The topic list starts empty and fills up with your own calls.
How calls get tagged
Section titled “How calls get tagged”Tagging is part of the normal analysis that runs after each call. It costs nothing extra.
- Mood is set only when the caller clearly showed it. A routine, neutral call gets no mood tag.
- Topics come from your list. The AI reuses a tag whenever one means the same thing, even with a different spelling, missing accents or other wording. Τεχνικό πρόβλημα and Τεχνικο προβλημα end up as the same tag.
- Only when nothing similar exists does the AI create a new topic: at most 2 new topics per call. Once your list has 80 topics, the AI stops creating new ones and only reuses existing tags.
So the list builds itself from your real calls, without duplicates. You can still add topics yourself at any time.
Tagging starts with calls analysed from now on. Older calls are not tagged retroactively.
Write good descriptions
Section titled “Write good descriptions”Each tag has a description, and the AI reads it to decide when the tag applies. A clear description is the easiest way to get more accurate tagging.
| Tag | Weak description | Good description |
|---|---|---|
| VoIP | VoIP | Problems with phone lines, trunks or softphones |
| Pricing | Prices | The caller asked about prices, offers or a quote |
| Angry | Angry customer | The caller shouted, threatened or was clearly angry |
Manage the list
Section titled “Manage the list”In Settings - Call tags you can:
- Add a tag to either group, with a name, colour and description.
- Rename a tag, change its colour or description. Calls that already have it keep it under the new name.
- Merge two tags that mean the same thing. Their calls move to the tag you keep and the other one is removed.
- Delete a tag. It is removed from every call that had it.
A good habit for the first weeks: look over the list once a week, merge near-duplicates and sharpen the descriptions of the tags you use most.
Tags on calls
Section titled “Tags on calls”- Each call in Calls shows its tags as coloured chips.
- Filter the call list by tag to see, for example, every VoIP call this week or every Angry caller.
- Change a call’s tags by hand when the AI got it wrong: add a tag, remove one or pick a different mood.
- Add a new topic from the call: type a name in the tag picker’s search box and choose Create topic «name». It joins your list and is picked for that call. A name too close to an existing tag is refused, so pick that tag instead.
On the dashboard
Section titled “On the dashboard”The Dashboard shows three cards built from your tags, for the period and agent you select at the top:
| Card | What it shows |
|---|---|
| What calls were about | Your most frequent topics, with the number of calls, a bar for each topic’s share of tagged calls and the change against the previous period of the same length |
| How callers felt | Calls per mood, the number of unhappy calls (Angry or Dissatisfied) with its change, and the latest unhappy calls with the caller, time and summary |
| Team and AI agents | One row per team member and per AI agent: calls, answered, missed, minutes, average length, unhappy calls and their top topics |
Click a topic or mood to open Calls filtered by that tag, or click an unhappy call to open it.
In the daily report
Section titled “In the daily report”The daily report email has a Call tags block with the number of calls per tag, shown as bars. Calls tagged Angry or Dissatisfied are counted as unhappy callers.
From your AI assistant (MCP)
Section titled “From your AI assistant (MCP)”With the Claude and ChatGPT connector you can manage tags and search tagged calls by asking. The tools are list_call_tags, get_call_insights, create_call_tag, update_call_tag, delete_call_tag, merge_call_tags and set_call_tags (grouped as call_tags_query and call_tags_execute). get_call_insights returns the same figures as the dashboard cards for any period. get_calls also accepts a tag filter and returns the calls that have all the tags you give.
- “Which topics came up most in calls this week?”
- “How many unhappy callers did we have this month compared with last month, and who handled them?”
- “Show me yesterday’s calls tagged Angry.”
- “Merge the tags Internet and Σύνδεση internet.”
- “Add a topic tag Invoices: the caller asks about an invoice, a payment or a refund.”
Troubleshooting
Section titled “Troubleshooting”A call has no tags.
Tags are set by the analysis after the call. Calls that are not analysed, for example ones shorter than the minimum duration in Call results, get no tags. Calls from before the feature started are not tagged retroactively. A neutral call has no mood tag on purpose.
I see two tags that mean the same thing.
Merge them in Settings - Call tags. The calls move to the tag you keep. Then give it a clear description so the AI keeps using it.
The AI stopped creating new topics.
Your list has reached 80 topics, so the AI now only reuses existing ones. Merge or delete topics you do not need, or add the new topic yourself.