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Configuring tags

The call tagging feature allows you to assign tags (labels) to your calls and chats based on certain properties, such as call duration, conversation content, or customer priority. To configure a tag, do the following:

  1. On the left sidebar, click Setup > Conversations > Tags.
  2. Click Create tag.
  3. Enter the name and description of the tag and set the necessary color.
  4. Click Create.

You can assign the created tag to a call using the Call tagging block.


The created tags display in the Workspace. Agents can use them to classify conversations.