Surface recurring issues and opportunities to improve your team's communication using OpenPhone’s AI call tags.
Call tagging is a business phone feature that allows users to label their calls based on their conversation context. They’re useful for surfacing and reviewing ongoing business trends based on what customers tell you — common issues, service gaps, competitor mentions, escalations, and more.
With call tags, team members review calls faster based on their order of priority. They also give managers oversight into their team’s performance — understanding call drivers helps them improve processes so that they can reduce unnecessary calls for their team.
Call tagging has historically been a manual process where team members have to spend hours manually reviewing calls and labeling them. OpenPhone’s AI call tagging feature automatically categorizes calls with a predefined set of tags that every business can customize to their needs.
AI call tags are available to OpenPhone users on the Scale plan.
Enable automatic call recording and AI call summaries and transcripts to activate AI call tags.
OpenPhone provides a few suggested call tags based on common business use cases by default. You can also create custom tags in your settings. Simply prompt the AI based on your use case. You can also add a tag title and an emoji your team can reference later when analyzing conversations.
Once AI call tags have been activated, call tags will automatically apply to all your calls right after you hang up.
Create up to 25 call tags per inbox, so you have the flexibility to track all the categories that matter to your business. For example, if you’re trying to improve your customer experience, you can track common issues and complaints and work to fix them. At the same time, your sales team can easily track competitor mentions and review how reps handle common objections.
Learn more about getting started with OpenPhone’s AI call tags.
OpenPhone helps your team stay organized and navigate their call history with ease.
See exactly which team members are doing well, and which ones need coaching, with shared numbers in OpenPhone.
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Slice and dice your call history — filter calls by specific tags in seconds. Call views also let you review any unresponded conversations quickly.
Set up call tags to notify you about customer complaints or churn risks. Then loop in your team and troubleshoot issues in seconds with internal threads.
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Give your workflow a boost with OpenPhone AI
OpenPhone AI automatically summarizes calls, then intelligently suggests next steps.
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Read conversations in detail and easily reference or find info with time-stamps.
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Easily add new contacts with suggestions based on call and voicemail transcripts.
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Define your tags, and our AI automatically adds them to relevant calls—so you stay focused on what matters.
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That’s it! Start calling your contacts right away and watch OpenPhone AI tag your calls for you.
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Any team that is interested in understanding what their customers are talking about and tracking call trends over time can get started using AI call tags. Here are a few examples:
- For customer support teams, AI call tags can highlight common issues, gaps in product and service functionality, reasons for escalation, reasons for customer churn, and more, by analyzing your customer interactions.
- For sales teams, AI call tags can highlight competitor mentions, feature comparisons, lead quality (ex: hot leads) and pricing negotiations, so that they can adjust their sales motions accordingly.
- For product and engineering teams, AI call tags can highlight which features are being discussed by customers on technical support calls so that they can prioritize feature development or bug fixes.
While call tags are a standard feature in call centers or contact centers, they’re incredibly useful to small business teams who want to use call data to improve their customer experience.
Call tags are applied seconds after a call ends in your OpenPhone workspace (applies to both inbound and outbound calls). Once a call recording has been processed by OpenPhone AI, call tags appear under the call recording alongside call summaries and transcripts.
When you create a new call tag, follow these best practices so that OpenPhone AI can categorize calls for you accurately:
1. Add a description: Descriptions are optional for your call tags, but they’re highly recommended to give OpenPhone AI more information about how it should tag your calls.
2. Have a clear scope for each tag: Focus on one clear business outcome or process with each tag to give your team the most clarity during their call reviews.
3. Add specific phrases if you can: Include phrases you want OpenPhone AI to look out for and phrases you want it to avoid to refine the quality of your tags. This applies to specific keywords you’re interested in as well.
4. Tweak your tags as you go: You can edit your tag titles and descriptions as you continue using them and optimize how your team uses them.
You can view your call tags underneath call recordings in your inbox. You can also view call tags in your call views.
Here are a few examples of tags you can use:
1. Track your customer issues with this tag:
Tag title: 🔧Problem
Tag description: Apply to calls that include a clear issue, complaint, or dissatisfaction related to the company’s product or service. Examples include discussions about product defects, service disruptions, unmet expectations, or any specific challenge requiring resolution. Do not apply this tag to general inquiries, feature requests, or vague expressions of dissatisfaction without a clear problem being stated.
2. Track calls where customers are at risk of cancelling your service:
Tag title:🚪Cancellation Risk
Tag description: Apply to calls where customers discuss or hint at cancellation, even if they haven't explicitly stated their intention to cancel. Examples include "I'm not sure if I want to continue" or "What's your cancellation policy?" Look for phrases indicating consideration of alternatives or expressing doubt about continued service. Do not apply this tag to routine questions about contract terms or when cancellation is mentioned in passing.
3. Track calls where customers share positive experiences with your team
Tag title: 🌟Team Praise
Tag description: Apply to calls where customers specifically compliment individual team members or their service experience. For example, "Your representative was amazing" or "Please let their manager know how helpful they were" qualify. Include cases where customers ask to speak to a supervisor specifically to give praise. Do not apply this tag for generic pleasantries like "thanks" or when customers are simply being polite.
To add a custom call tag, follow these steps:
1. Go to the AI call tags settings page.
2. Click Add Tag.
3. Name your tag.
Optionally, you can add a description to guide the AI on when to apply the tag. For example, explain specific keywords or scenarios for using the tag.
Go deeper on setting up your call tags with our support article.
Join thousands of businesses already using OpenPhone to communicate better with their customers.
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