Aircall Help Center | Salesforce Voice: Call Tagging and Mandatory Tagging

Salesforce Voice: Call Tagging and Mandatory Tagging

Call Tagging lets agents apply labels (tags) to Aircall calls directly from the Salesforce utility bar, both while the call is live and right after it ends. Tags are defined in Aircall and saved back to the call record in Salesforce. Mandatory Tagging is an Aircall-side setting for specific phone numbers that requires agents to pick at least one tag before they can finish after-call work.

This article covers how tagging surfaces inside Salesforce and how Mandatory Tagging works, which are Salesforce-specific. For how to create and manage tags in Aircall Dashboard, please see Managing call tags in Aircall Dashboard. For details on how to add tags to your calls, please see Aircall Workspace: Adding notes and tagging your calls.

Before you begin

Make sure you have:

Aircall for Service Cloud Voice managed package, version 0.10.0 or later, installed.
Salesforce Service Cloud Voice configured and active.
The Aircall Omnichannel Extension added to the Lightning App Builder with its label set to Aircall Voice.
Tags defined in Aircall Dashboard > Call Settings > Tags. Without tags, the tagging panel will be empty.
For Mandatory Tagging: enabled on the relevant phone numbers in Aircall Dashboard > Numbers > Number Settings.

Setting up Call Tagging

The tagging panel won't appear after calls unless the Aircall Omnichannel Extension is added to the Lightning App Builder for your agents' app. This is a one-time setup done by a Salesforce admin.

Steps

Go to Setup > App Manager and open the Lightning app your SCV agents use.
In the utility bar section, add the Aircall Omnichannel Extension (aircallOmnichannelExtension) component.
Set the utility bar label for this component to Aircall Voice.
Save and activate the page.

Important: The component uses the Aircall Voice label to find and open the correct panel automatically. If the label is different, the utility bar won't open on inbound calls.

How it works

During the call: the tagging panel is open in the utility bar from the moment the call connects. The agent can pick tags and write notes at any point while on the call. The tag list loads from Aircall automatically. There's no Save button during the call; selections are held until the call ends.
When the call ends: the post-call panel opens with everything the agent already picked pre-filled. A fresh tag list is fetched in the background so recent changes are included. The agent can adjust their selection before saving.
Mandatory Tagging: if the phone number has Mandatory Tagging turned on in Aircall, the Save button stays disabled until the agent picks at least one tag.
Saving: when the agent clicks Save, the tags and notes are sent to Aircall and merged into the call's Salesforce record. Nothing already on the record is overwritten, saving twice is safe.
Wrap-up: when the after-call work timer expires, the system checks whether tagging was required and done. If required but not done, the timer holds and the agent sees a reminder. If the check itself fails for any reason, the agent is always let through, no one gets permanently stuck.

What agents can do

Capability	What the agent can do	When it's available
Tag a call	Choose one or more tags and add notes	After any answered call
Tag during the call	Pick tags and write notes before the call ends; selections carry over to the post-call panel	While the call is connected
Required tagging	Can't save or finish wrap-up without selecting at least one tag	Only on phone numbers with Mandatory Tagging enabled

Troubleshooting

In-call tagging

Symptom	Likely cause	What to do
No tags show in the in-call panel	The tag list hasn't loaded, or no tags exist in Aircall	Confirm tags exist in Aircall Dashboard > Call Settings > Tags. If they do but still don't appear, reload the utility bar to retry on the next call.
Tags picked during the call don't carry over to the post-call panel	The session reset mid-call	Reload the utility bar and confirm you're on the latest package version. If it keeps happening, check whether the agent's Salesforce session timed out during the call.

The tagging panel

Symptom	Likely cause	What to do
The panel doesn't appear after a call ends	The Aircall Omnichannel Extension isn't added, or the utility bar isn't open	Confirm the component is added in Setup > App Builder and the utility bar is open. If it's there and the call was answered, reload the utility bar to reconnect.
The Save button isn't disabled even though the number has Mandatory Tagging enabled	A stale connection, or the setting isn't actually on	Confirm Mandatory Tagging is on for that number in Aircall Dashboard > Settings > Phone Numbers. If it is, reload the utility bar.
The panel opens but immediately closes or flickers	A session or package issue	Reload the utility bar. Confirm the agent's session is active and the package is on the latest version.

Selecting tags

Symptom	Likely cause	What to do
The panel shows no tags to choose from	No tags in Aircall, or a fetch failure	Confirm tags exist in Aircall Dashboard > Call Settings > Tags. If they're there but don't appear, reload the utility bar to trigger a fresh fetch.
Tags from a previous call still appear for a new call	The session didn't reset cleanly	Reload the utility bar. If it happens consistently, confirm you're on the latest package version.

Saving tags and notes

Symptom	Likely cause	What to do
Save succeeds but tags don't appear on the Salesforce call record	Missing permissions, or the related Aircall Voice record doesn't exist yet	Confirm the agent has Read and Edit access to Aircall Voice records. Confirm the related record exists; wait a few seconds and refresh if the sync hasn't caught up.
Tags saved in Salesforce but don't appear on the call in Aircall	A connection issue	Reload the utility bar to reconnect. Contact Aircall Support if the mismatch continues.
An error appears when saving tags	Aircall rejected the request	Reload the utility bar and try again. If it keeps failing, confirm the call record still exists in Aircall; deleted or archived calls can't be tagged from Salesforce.

Wrap-up and mandatory tagging

Symptom	Likely cause	What to do
Wrap-up timer runs out and a reminder appears to tag the call	This is the mandatory tagging gate working as intended	Pick a tag and save; the gate releases as soon as a tag is confirmed.
The wrap-up gate fires but tagging shouldn't be mandatory for this number	A stale setting value	Confirm the number's Mandatory Tagging setting in Aircall Dashboard > Numbers > Number settings. If it's off and the gate still fires, reload the utility bar. Contact Aircall Support if it continues.
Mandatory tagging doesn't trigger for a transferred call	Configuration on that number for transfer scenarios	Contact Aircall Support to confirm Mandatory Tagging is configured correctly for transfers on that number.
A second incoming call seems to disappear while mandatory tagging is in progress on the first	A known edge case, addressed in recent updates	Confirm you're on the latest package version. Reload the utility bar if it happens mid-session.

If none of these resolve it, contact Aircall Support with your Salesforce org ID, the installed package version, the agent's Aircall number and email, the browser in use, the affected call ID or Salesforce record, and a description of what happened.

Before you begin

Make sure you have:

Aircall for Service Cloud Voice managed package, version 0.10.0 or later, installed.
Salesforce Service Cloud Voice configured and active.
The Aircall Omnichannel Extension added to the Lightning App Builder with its label set to Aircall Voice.
Tags defined in Aircall Dashboard > Call Settings > Tags. Without tags, the tagging panel will be empty.
For Mandatory Tagging: enabled on the relevant phone numbers in Aircall Dashboard > Numbers > Number Settings.

Setting up Call Tagging

The tagging panel won't appear after calls unless the Aircall Omnichannel Extension is added to the Lightning App Builder for your agents' app. This is a one-time setup done by a Salesforce admin.

Steps

Go to Setup > App Manager and open the Lightning app your SCV agents use.
In the utility bar section, add the Aircall Omnichannel Extension (aircallOmnichannelExtension) component.
Set the utility bar label for this component to Aircall Voice.
Save and activate the page.

Important: The component uses the Aircall Voice label to find and open the correct panel automatically. If the label is different, the utility bar won't open on inbound calls.

How it works

During the call: the tagging panel is open in the utility bar from the moment the call connects. The agent can pick tags and write notes at any point while on the call. The tag list loads from Aircall automatically. There's no Save button during the call; selections are held until the call ends.
When the call ends: the post-call panel opens with everything the agent already picked pre-filled. A fresh tag list is fetched in the background so recent changes are included. The agent can adjust their selection before saving.
Mandatory Tagging: if the phone number has Mandatory Tagging turned on in Aircall, the Save button stays disabled until the agent picks at least one tag.
Saving: when the agent clicks Save, the tags and notes are sent to Aircall and merged into the call's Salesforce record. Nothing already on the record is overwritten, saving twice is safe.
Wrap-up: when the after-call work timer expires, the system checks whether tagging was required and done. If required but not done, the timer holds and the agent sees a reminder. If the check itself fails for any reason, the agent is always let through, no one gets permanently stuck.

What agents can do

Capability	What the agent can do	When it's available
Tag a call	Choose one or more tags and add notes	After any answered call
Tag during the call	Pick tags and write notes before the call ends; selections carry over to the post-call panel	While the call is connected
Required tagging	Can't save or finish wrap-up without selecting at least one tag	Only on phone numbers with Mandatory Tagging enabled

Troubleshooting

In-call tagging

Symptom	Likely cause	What to do
No tags show in the in-call panel	The tag list hasn't loaded, or no tags exist in Aircall	Confirm tags exist in Aircall Dashboard > Call Settings > Tags. If they do but still don't appear, reload the utility bar to retry on the next call.
Tags picked during the call don't carry over to the post-call panel	The session reset mid-call	Reload the utility bar and confirm you're on the latest package version. If it keeps happening, check whether the agent's Salesforce session timed out during the call.

The tagging panel

Symptom	Likely cause	What to do
The panel doesn't appear after a call ends	The Aircall Omnichannel Extension isn't added, or the utility bar isn't open	Confirm the component is added in Setup > App Builder and the utility bar is open. If it's there and the call was answered, reload the utility bar to reconnect.
The Save button isn't disabled even though the number has Mandatory Tagging enabled	A stale connection, or the setting isn't actually on	Confirm Mandatory Tagging is on for that number in Aircall Dashboard > Settings > Phone Numbers. If it is, reload the utility bar.
The panel opens but immediately closes or flickers	A session or package issue	Reload the utility bar. Confirm the agent's session is active and the package is on the latest version.

Selecting tags

Symptom	Likely cause	What to do
The panel shows no tags to choose from	No tags in Aircall, or a fetch failure	Confirm tags exist in Aircall Dashboard > Call Settings > Tags. If they're there but don't appear, reload the utility bar to trigger a fresh fetch.
Tags from a previous call still appear for a new call	The session didn't reset cleanly	Reload the utility bar. If it happens consistently, confirm you're on the latest package version.

Saving tags and notes

Symptom	Likely cause	What to do
Save succeeds but tags don't appear on the Salesforce call record	Missing permissions, or the related Aircall Voice record doesn't exist yet	Confirm the agent has Read and Edit access to Aircall Voice records. Confirm the related record exists; wait a few seconds and refresh if the sync hasn't caught up.
Tags saved in Salesforce but don't appear on the call in Aircall	A connection issue	Reload the utility bar to reconnect. Contact Aircall Support if the mismatch continues.
An error appears when saving tags	Aircall rejected the request	Reload the utility bar and try again. If it keeps failing, confirm the call record still exists in Aircall; deleted or archived calls can't be tagged from Salesforce.

Wrap-up and mandatory tagging

Symptom	Likely cause	What to do
Wrap-up timer runs out and a reminder appears to tag the call	This is the mandatory tagging gate working as intended	Pick a tag and save; the gate releases as soon as a tag is confirmed.
The wrap-up gate fires but tagging shouldn't be mandatory for this number	A stale setting value	Confirm the number's Mandatory Tagging setting in Aircall Dashboard > Numbers > Number settings. If it's off and the gate still fires, reload the utility bar. Contact Aircall Support if it continues.
Mandatory tagging doesn't trigger for a transferred call	Configuration on that number for transfer scenarios	Contact Aircall Support to confirm Mandatory Tagging is configured correctly for transfers on that number.
A second incoming call seems to disappear while mandatory tagging is in progress on the first	A known edge case, addressed in recent updates	Confirm you're on the latest package version. Reload the utility bar if it happens mid-session.