What is Call Tagging?

Call tagging is a feature that allows businesses to categorize and label calls with specific tags or keywords. This helps in organizing calls efficiently, making them easier to track, review, and analyze. In CallHippo, users can tag calls by adding:

  • "@" to mention users or teams.

  • "#" to assign custom-created tags.

To efficiently tag calls and enhance call management in CallHippo, follow these steps:

  • During an Incoming or Outgoing Call:
    -     Locate the Notes section within the CallHippo dialer interface.
    -     To mention a user or team, type "@" followed by the user's or team's name.
    -     To add a custom tag, type "#" followed by the desired tag name.


  • Notification of Tagging:
    The tagged user will receive a push notification via the web app, informing them of the mention.


  • Viewing Tags in Call Logs/Recordings:
    Navigate to the Call Logs or Recordings section.
    Click on the "i" (information) icon associated with the specific call to view the applied tags.



Use Cases and Importance of Call Tagging in Business:
Call tagging is a feature that allows businesses to categorize and label calls for better organization. With call tags, you can quickly identify, track, and prioritize calls based on their importance. This makes managing large volumes of calls easier, helping teams stay productive. 


Common Customer Questions Regarding Call Tagging:

  • What is called tagging?
    Call tagging is a feature that allows you to categorize and label calls for better organization. With call tags, you can quickly identify, track, and prioritize calls based on their importance.
  • How can I create custom tags in CallHippo?
    To create custom tags, go to your CallHippo dashboard, navigate to Settings, and select Tags. Here, you can define new tags that can be used during call tagging.
  • Can I make call tagging mandatory for all calls?
    Yes, you can enforce mandatory call tagging by enabling the After Call Work feature and selecting the "Make call tagging mandatory in dialer" option. This ensures that agents categorize each call appropriately. 
  • How do tagged calls appear in reports?
    Tagged calls are categorized based on the assigned labels, allowing for detailed analysis and reporting. This categorization aids in monitoring call types, and agent performance, and identifying areas for improvement.