Call tags automatically categorize calls based on conversation content, making it easy to filter calls and spot patterns in the most common reasons people reach out.
You can use call tags to:
Create custom tags that match your business
Filter your call log by call type
See how many calls you receive per tag in your Home dashboard
This article explains how to create call tags and how to use them.
Watch the overview
Watch the short video below for a quick walkthrough of how call tags work in Upfirst.
Create a custom call tag
1. Go to Settings → Tags
From the left sidebar, open Settings, then select Tags. Here you’ll see the default call tags already available in your account. You can turn these on or off at any time.
2. Click Add tag
Click Add tag to create a new custom tag.
3. Give the tag a name and description
Give your tag a clear name and description. This description determines when the tag should be applied to a call.
Here are the descriptions for our default tags:
Sales inquiry: Caller expresses interest in buying, booking, or starting a service. Includes quotes, estimates, consultations, tours, or questions about becoming a customer.
Pricing: Caller asks about pricing, charges, invoices, refunds, credits, payment methods, or any billing-related concern.
Scheduling request: Caller wants to schedule, reschedule, cancel, or check availability for an appointment, service, or meeting.
Issue: Caller reports an issue, mistake, dissatisfaction, or concern with a product or service.
Urgent: Caller states the matter is urgent, time-sensitive, or an emergency requiring immediate attention.
4. Click 'Create tag' to save it
Click Create tag to save your changes. From this point forward, any new calls that match the tag’s description will automatically receive that tag.
How to use your call tags
See how to use call tags in your Upfirst dashboard and call log.
1. Filter by tag in your call log
In the Calls tab, found on the left-hand side, select the Filter button. Choose the tags that you want to filter by. You have the ability to select multiple tags, and calls can also contain multiple tags. This filters your call log so that you can easily look for calls, recordings, and transcripts labeled under that tag.
2. View call volume by dag
On your Home dashboard, you’ll see how many calls you’ve received for each tag. This helps you understand which call types are most common and how your call volume changes over time.
2. Remove tags from a call
If a tag doesn’t belong on a call, you can remove it.
Open the call
At the top of the call summary, find the tag
Click the X, then select Remove tag
Tags can only be removed from individual calls and cannot be added manually.
Things to know about call tags
You can have up to 25 active tags at a time
Calls can have more than one tag
Editing a tag only affects future calls, not past ones
Tags are applied automatically after each call ends
Tags can be removed from calls, but not added manually
You can filter calls by one or multiple tags