When Mandatory Call Tagging is enabled on an Aircall phone number, all connected calls are expected to be tagged. In some situations, however, calls may still appear without tags. This article explains why this happens and how to reduce the occurrence.

Symptom

Mandatory Call Tagging is enabled on an Aircall number, but some inbound or outbound calls associated with that number remain untagged.

Cause

There are several scenarios where calls may not be tagged even though mandatory tagging is enabled.

Application closed before tagging

If a user closes their application after a call and before adding a tag, they can reopen the application and continue making or receiving calls without being required to tag the previous call.

Application reloaded before tagging

If the application is refreshed after a call ends but before a tag is added, the user can proceed with new calls without tagging the previous one.

Tags removed after being applied

Users can return to a call later and change or remove its tags. If all tags are removed, the call will appear untagged even though mandatory tagging is enabled.

Simultaneous calls

When two calls occur at the same time, mandatory tagging is enforced only for the initial call and not for the subsequent call.

Note: Calls must connect in order for Mandatory Tagging to apply. If a user disconnects before a person or an answering machine picks up, they will not be prompted to tag the call. These disconnected calls also do not appear in the call history.

Solution

To ensure calls are tagged as expected, follow these recommendations:

  • Ask users who work on numbers with mandatory tagging enabled to refrain from using Aircall mobile applications.

  • Ensure users always tag calls before closing or refreshing their application.

  • Advise users not to remove tags from previous calls unless they are replacing them with new tags.

Applying these practices helps reduce the number of untagged calls when Mandatory Call Tagging is enabled.