Call Tags Guide

Call Tags help you stay organized, analyze your calls, and turn your call history into actionable insights. Whether you’re a user, manager, or admin, this guide covers everything you need to know.

Understanding Call Tags

Call Tags are simple labels you can attach to calls to categorize them. You might use them based on:

• The topic of the call
• The outcome
• The sentiment of the conversation

Benefits of Using Call Tags:

• Stay organized: Quickly group and locate calls based on tags.
• Spot trends: Identify patterns to see what’s working and what’s not.
• Improve follow-ups: Make sure important calls are actioned.
• Boost performance: Refine sales strategies and customer service by understanding your call data.
  

With Call Tags, your call logs become a tool for smarter decision-making!

Creating and Managing Call Tags (Admin Only)

Admins can create, edit, hide, or delete Call Tags to keep the team aligned.

Accessing Call Tags:

1. Log in to your Administration interface.
2. from the main menu, go to Call settings then select Tags
   

Creating New Tags:

1. Click Create new tag.
2. Give your tag a clear, descriptive name (e.g., “Sales Inquiry”, “Support Issue”, “Positive Feedback”).
3. Pick a color for visual organization.
4. Then Confirm, your tag is now available for the entire team across all devices.
   

Editing Tags:

1. Click the three dots on the right of the tag you want to change.
2. Select Edit Tag. A popup will appear where you can update the name or color.
3. Click Confirm to save your changes.

A confirmation message will appear in the bottom-right corner, letting you know that the updates have been applied to all call logs and reports.

Hiding Tags:

• Hide tags that are no longer needed but keep historical data intact.
• Hidden tags won’t appear for users when tagging new calls but remain visible to admins for reporting.

Deleting Tags:

• Deleting a tag removes it from all devices, apps, statistics, and reports.
• Caution: This action is irreversible.

Important: You can create up to 25 custom tags per account, and they’ll stay the same no matter which device or app you use.

Adding Call Tags to Calls (All Users)

You can tag calls during the call, after the call, or from your call logs.

Steps to tag a call during an ongoing call :

You can add tags to your calls in real time directly from the Onoff Business web app or the mobile application. This helps you categorize conversations as they happen, making follow-ups and reporting easier.

On the Mobile Application(attention possible diff entre IOS/ANDROID att confirmation):

1. On mobile, tap the small tag icon to the right of your keypad.
2. Select one or more tags from the list.
3. Then tap Confirm on the right to apply them.
   

On the web app :

1. During your call, a black popup window appears on the bottom-right of your web app screen.
2. Click the three dots in the popup.
3. Select Tags & Notes.
4. Your list of available call tags will appear.
5. Choose the tags that best describe your conversation.
6. Click Save to apply them.

After a Call (Web App):

• From the “Call Ended” popup, add or edit tags as needed.
  

Steps to tag from Call Logs :

1. Open Call Logs.
2. Select a call and choose Add Call Tags.
3. Tags will sync across devices and the web console.
   

Editing Tags:

You can update call tags from your call log, and changes will be reflected in all statistics and reports for consistency.

Steps to tag rom the Web App:

1. Open Call Logs.
2. Select a call and click the tag icon on the right.
3. Deselect tags or choose new ones as needed.

Steps to tag from the Mobile App:

1. Open Call Logs.
2. Select a call and tap the tag that’s already assigned.
3. Add new tags or deselect the ones you want to change.

Consistency is key: Tags added by you or your team are automatically synced across all devices and the web console, so everyone stays on the same page.

Filtering Call Logs by Tags (Admin Only)

Admins can filter call logs to analyze specific topics or outcomes:

1. Login to the Administration interface.
2. Go to Statistics → User Logs
3. Then from the column at the far right on the filters line, “Selected 0 tags” choose the tag you want to filter
4. The table updates to show only calls with the selected tags.

This powerful feature allows you to easily identify calls related to specific topics, outcomes, or any other category you’ve created tags for!

Downloading Call Reports with Tag Data (Admin Only)

Want to analyze or share call data offline?

1. Go to Statistics → User logs
2. Select your report type and date range.
3. Download the report in your preferred format (e.g., CSV, XLSX).
4. Each report includes a column for Call Tag info, showing how calls were categorized.

This allows for comprehensive analysis of your call data, segmented by the tags your team has applied.

Maintaining Consistency Across Devices

The Call Tags feature is designed to keep everyone aligned!

It stay in sync across all apps and devices:

• Admin changes (create/edit/hide) are reflected in real-time.
  
• Users always see the latest active tags when tagging new calls.
  
• Hidden tags remain visible on calls where they were already assigned.
  
• Deleted tags by Admins are removed from all apps, statistics, and reports.

This seamless synchronization ensures that the categorization of your calls is consistent and reliable, no matter how your team accesses OnOff Business.

Integrating Call Tags with Other Tools (Admin Only)

Call Tags can enhance your CRM or analytics platforms through integration!:

• When OnOff Business is integrated with your tools, call logs and tags are sent automatically.
• Tags appear in dashboards and reports, giving richer insights into customer interactions.

To learn more about integration with your specific business tools, please consult our integration guides or contact our support team.

Upcoming Feature: Manager Access for Call Tags

We are constantly working to improve your OnOff Business experience!

In an upcoming update, we are excited to introduce more flexibility in Call Tag management:

Users with a Manager role will be able to create and edit call tags directly from their mobile and web apps.

This will allow managers to customize tags relevant to their team's specific needs, improving workflow and efficiency.

Just like tags created by admins, any changes made by managers will be reflected across all devices and call records.

Stay tuned for more information on this exciting new feature!