# Call tags

**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

| 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

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

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

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

- 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

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

The daily [report email](https://docs.voicelogica.ai/getting-started/report-emails/) 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)

With the [Claude and ChatGPT connector](https://docs.voicelogica.ai/integrations/claude-chatgpt/) 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

**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](https://docs.voicelogica.ai/agent-configuration/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.

## Next Steps

[Report emails](https://docs.voicelogica.ai/getting-started/report-emails/) - the daily Call tags block.  
[Call results](https://docs.voicelogica.ai/agent-configuration/call-results/) - what else is extracted from every call.  
[Claude and ChatGPT](https://docs.voicelogica.ai/integrations/claude-chatgpt/) - ask about your tagged calls.