Managing call tags in Aircall Dashboard

Call tags help you identify, categorize, and report on your calls. You can use after-call tags to better serve your customers and to refine your Aircall data. This article explains how to use Mandatory Call Tagging, how default tags behave, and how to create and edit your own tags.

Understanding call tags and default tags

Creating and using tags is an easy way to identify and categorize calls. Tags can only be created and edited by Admins and Supervisors. Once tags are created, users can apply them directly from the Aircall Workspace app.

Aircall also includes a set of predefined tags.

Default tags in Aircall

The following tags are pre-existing in Aircall and are automatically applied to calls when the corresponding feature is used:

• Conference
• Callback Request
• Called Back
• Follow Up
• Voicemail Drop
• Voice Virtual Agent

Important: Default tags cannot be modified, edited, or removed.

Mandatory Call Tagging

Mandatory Call Tagging ensures that every call receives at least one tag before an agent can move on to the next call. This helps keep your reporting and call categorization complete and consistent.

You can activate the Mandatory Call Tagging feature on your Aircall phone lines if you are an Admin.

Important: To use Mandatory Call Tagging, your account must be subscribed to either the Professional or Custom plans in Aircall.

Tip: Mandatory Call Tagging is available on Aircall's mobile apps in addition to the Desktop and Web apps.

How Mandatory Call Tagging works

Once Mandatory Call Tagging is activated on a number:

• An Aircall user is required to tag every call after it ends.
• If a call is left untagged, the Aircall user will be stuck in an unavailable status and will not be able to continue taking calls until the call is tagged.
• It is not possible to apply more than one tag immediately after a call. To add additional tags to a call, re-open the call, add the desired tags, and press the Done button.

Important: Calls must connect for Mandatory Call Tagging to be available.

Steps to set up Mandatory Call Tagging

1. Go to Aircall Dashboard > Numbers
2. Find and select the number you want to set up Mandatory Call Tagging for.
3. Click on the Settings tab.
4. Scroll down to the Mandatory call tagging section.
5. Use the toggle to enable or disable Mandatory Call Tagging for that number.

Once the toggle is enabled, Mandatory Call Tagging is active for that phone line.

Creating and editing tags

Creating and editing tags lets you tailor call categorization to your workflows. 

Important: Tag labels cannot exceed 255 characters.

Steps to create a tag

1. Go to Aircall Dashboard > Call Settings > Tags.

2. Click on Add a tag.
3. Label the new tag and select a tag color.
4. Click on Confirm.

Steps to edit or delete a tag

1. Go to Aircall Dashboard > Call Settings > Tags.
2. Find the tag you want to change.
3. Click on the three dots on the right-hand side of that tag to edit or delete it.

Important: It is not possible to bulk update or import tags through the Dashboard.