AI Assist Pro: Automatic call tagging

Automatic call tagging uses AI to analyze your calls and apply tags without requiring agents to do it manually. This article explains how to enable and configure the feature, what agents see when a call ends, and where tagged calls appear in Aircall.

Note: Automatic call tagging is available on the AI Assist Pro plan. Only agents with an AI Assist Pro license will receive AI tag suggestions. Calls handled by agents without the license will not be auto-tagged. Settings are configured at the number level by Admin and Owner roles.

How automatic call tagging works

After a call ends, AI analyzes the call transcript and available metadata, then matches the content against your existing Aircall tags. Depending on your configuration, tags are either applied automatically or presented to the agent for approval.

AI uses the following metadata alongside the transcript:

• Call duration and direction (inbound or outbound)
• Aircall number used
• Start time and answer time, or missed call reason
• Agent name, email, and team
• IVR branch and selected options
• Teams assigned to the call
• Contact information, if available

Note: The AI only selects from your existing company tags. It will never create new tags.If an agent tags a call manually during the conversation, automatic tagging is skipped for that call. Manual tags always take priority.

Requirements

Setting up automatic call tagging

Step 1: Enable real-time transcription

Automatic call tagging requires real-time transcription to analyze call content.

1. Go to Aircall Dashboard > Numbers and select the number to configure
2. Open Settings.
3. Under Transcriptions, enable Transcribe calls in real time.

Step 2: Enable automatic call tagging

1. On the same Settings page, scroll to the Automatic call tagging section.
2. Toggle auto-tagging on.
3. Optionally, add Guidance to improve AI accuracy (see below).
4. Save your settings.

Enable automatic call tagging

Automatic call tagging is configured per number, alongside mandatory call tagging settings.

Steps:

1. Go to Aircall Dashboard > Numbers and select the number to configure
2. Open Settings
3. Enable Auto-tagging
4. Choose the Application mode: Fully automatic or Agent approval
5. Choose the Tag quantity: Single tag or Multiple tags
6. Optionally, add Auto-tagging guidance
7. Click Save

Choose an application mode

Fully automatic

Tags are applied immediately after the call ends, without any agent action.

• If the call ended view is shown, applied tags are displayed for reference
• If the call ended view is skipped, tags are applied in the background
• Agents can still edit tags later in the call details

Agent approval

AI suggestions are shown to the agent in the call ended view and must be confirmed.

• Suggested tags appear pre-selected in the tag selector
• The agent can confirm, modify, or remove suggestions
• The call ended view is always displayed in this mode

Tip: If agents frequently skip the call ended view, use Fully automatic mode to ensure tags are still applied.

Set the tag quantity

Choose how many tags AI should apply:

• Single tag: Applies the best-matching tag
• Multiple tags: Applies all relevant tags based on call content and guidance

Write auto-tagging guidance

Guidance is optional free-text instructions, up to 2,000 characters, that help AI apply tags more accurately. Without guidance, AI infers meaning from tag names and call content.

Guidance can include rules based on:

• Transcript content
• Call metadata
• A combination of both

To reference a tag, type # to select it from the dropdown. Selected tags appear as highlighted chips, ensuring exact matching.

Example guidance

Important: Guidance applies to all calls on the configured number. Use precise rules and include exclusions where needed to avoid over-tagging.

Call ended view behavior

The call ended view depends on wrap-up time, mandatory tagging settings, and the selected application mode.

When an agent tags during the conversation

Automatic tagging is skipped and the call ended view follows its standard behavior. For more information, please see Aircall Workspace: Tagging your calls.

Agent approval mode

• The call ended view is always displayed
• AI-suggested tags appear pre-selected under an AI Suggested section
• Agents can confirm, edit, or remove suggestions before saving

Fully automatic mode

How agents interact with suggestions

Agent approval mode

Agents can:

• Confirm suggested tags
• Unselect incorrect tags
• Add additional tags manually

Fully automatic mode

• Tags are applied automatically
• Agents can review and edit tags later in the call details view

How AI-applied tags are identified

AI-applied and suggested tags are visually marked:

FAQs:

Can I use automatic call tagging if I do not write any guidance?
Yes. AI infers meaning from tag names and call content. Guidance improves accuracy, especially for complex or ambiguous tags.

What happens if an agent manually tags a call during the conversation?
Automatic tagging is skipped and manual tags are preserved.

Can agents edit AI-applied tags after a call?
Yes. Tags can be modified in the call details view.

Does automatic tagging work if the call ended view is skipped?
In Fully automatic mode, yes. Tags are applied in the background. In Agent approval mode, the call ended view is always shown.

Where do I configure automatic call tagging?
In the Aircall Dashboard >Numbers > Settings. Only Admins and Owners can configure this feature.

Which plan is required?
Automatic call tagging requires the AI Assist Pro plan.

Can I configure different settings for different numbers?
Yes. Auto-tagging is configured per number, allowing different modes, tag quantities, and guidance per number.