Tags turn raw call data into actionable intelligence. This page shows how to tag calls with a workflow or by hand, and how agents score and tag calls from the dial pad with a post-call survey.

Tag calls automatically or by hand

This section covers two methods: setting up a workflow to tag future calls automatically, and manually tagging existing calls in your call list.

Tag calls automatically with a workflow

  1. Open the workflow builder

    • Go to Workflows.
    • Click + Create in the top-right corner.

  2. Select From Scratch

    • In the Create a New Workflow menu, select From Scratch.

  3. Confirm the trigger and add a filter

    • Check that Trigger Enrollment is set to Inbound Call > Call Ends.
    • Click the + plus sign below the trigger.
    • Select Add filter.

  4. Choose your filter criteria

    Select the criteria that calls must meet to receive the tag in the Select filter rule panel. Options include call duration, call outcome, call type, voicemail presence, UTM campaign, source of call, and keywords or phrases from the conversation.

    Select filter rule✕
    Search
    • Free Text Question
    • History
    • Call History
    • Call Details
    • 1st Time Caller (1yr)
    • Call Capping
    • Call Duration
    • Call Outcome
    • Call Type
    • Caller
    • Caller Name
    • Calling Country
    • Destination
    • Digits Pressed by Caller
    • Digits Pressed by Destination
    • Hangup Cause
    • Recording
    • Recordings (stopped)
    • Talk Duration
    • Time
    • Times Called
    • Tracking Number
    • Transcriptions
    • Voicemail
    • Attribution
    • Call Page
    • Click ID
    • Device type
    • Source Type
    • UTM Campaign
    • UTM Medium
    • UTM Source
    • Fields
    • Notes
    • Rating
    • Tag
    • Value
    • Conversation
    • Word & Phrase Spotting
    • Other
    • Call Flow
    • Swap Group
    The Select filter rule panel lists every filter by group. Pick one, set its value and click OK.

  5. Add a Tags action

    • Click the + plus sign below your filter.
    • Select Perform action.
    • From the task menu on the right, select Tags.

  6. Choose how to apply the tags

    Option A: Manual selection:

    • Keep Set manually selected.
    • Choose tags directly from the Call Status and Sentiment sub-menus.
    • Tags you select carry across sub-menu views so you can keep track of what you’ve already chosen.
    Set manually: pick the tags to apply (1), then click OK.

    Option B: Generate with AI:

    • Select Generate with AI (1).
    • Write an instruction telling Nimbata AI how to tag qualifying calls (2).
    • Optionally, restrict which tags the AI can apply to improve accuracy.
    • Once you type an instruction, the dialog shows Create missing tags automatically: with it, Nimbata creates any tag your instruction names that you don’t have yet.
    • Click OK (3).
    Generate with AI (1): write the instruction (2), optionally limit the tags, then click OK (3).

  7. Enable the workflow

    • Click Enable in the top-right corner.
    • Optionally, rename the workflow to make it easy to identify: click its title (2).
    Auto-tagging workflow2Workflow is valid.
    Enable1
    Trigger Enrollment
    Inbound CallOutbound CallForm SubmissionSMS Received
    A customer calls your tracking number
    Fires whenCall StartsCall EndsUser Updates Property
    Filter group
    Calling Countryis any of United States (1), Canada (1)✕
    Add another rule
    Action group1
    Set Tag with AIEmpty orQualified Lead✕
    Add another action
    Finish
    Click Enable (1). Click the title (2) to rename the workflow.

Tag calls manually

  1. Enable inline tag editing

    • Go to Activity > Calls.
    • Click the three-dot menu on the right side of the call list.
    • Select Edit settings.
    • Check Edit Tags In-line.

  2. Apply a tag

    • Click the Call Tag field on any call row.
    • Select the desired tag from the menu.

    Changes save automatically.

Tip

Make sure your date range is set correctly so the calls you want to tag appear in the list.

🎉 Calls tagged by workflow are processed automatically from now on. Manually tagged calls update immediately.

Workflow tagging example

The example below tags future calls as Qualified Lead when they meet all three conditions: the call comes from a selected list of countries, a recording is present, and the call duration is greater than 60 seconds.

Auto-tagging workflowWorkflow is valid.
Enable
Trigger Enrollment
Inbound CallOutbound CallForm SubmissionSMS Received
A customer calls your tracking number
Fires whenCall StartsCall EndsUser Updates Property
Filter groupMatchALLof
Call Durationis greater than 60✕
Calling Countryis any of United States (1), Canada (1), United Kingdom (44), Ireland (353), Australia (61), New Zealand (64)✕
Recordingis Yes✕
Add another rule
Action group1
Set Tag with AIEmpty orQualified Lead✕
Add another action
Finish
The tagging example: three rules in one Filter group (Match ALL of), then AI tagging limited to Qualified Lead.

Detailed guide: Create tags and tag with AI
Detailed guide: Color-code tags
Detailed guide: Rules and tasks

Score calls with surveys

Post-call surveys let agents score, tag, and classify calls directly from the dial pad after a call ends. The caller hangs up, the agent hears the survey prompt, and pressing a digit triggers an action in Nimbata, such as applying a tag, assigning a rating, or recording a value.

Warning

Always assign the call flow you create to at least one tracking number for the survey to fire.

Note

Call Survey is available on the Marketing and Agency plans.

  1. Go to Call Flows

  2. Select From Scratch

    • In the Create a New Call Flow menu, select From Scratch.

  3. Add a Greeting

    • Click the + plus sign in the call flow builder.
    • Select Greeting.
    • Choose Text to speech or Audio file for your greeting message.
    Greeting✕
    Text to speechAudio file
    Preview
    File
    harbor-pine-greeting.mp31
    Playback
    Play once, then ringtone
    Ring for0seconds before the greeting plays
    The Greeting step on Audio file: choose the greeting's file (1) and how it plays.

  4. Add a Dial destination

    • Click the + plus sign again.
    • Select Dial.
    • Choose your preferred destination number.

  5. Add a Call Survey

    • Click the + plus sign a third time.
    • Select Call Survey from the menu.

  6. Configure the survey message

    • Choose Audio file to play a pre-recorded prompt, or Text to speech to type your message.

    Call Survey✕

    Text to speechAudio file
    Preview
    harbor-pine-survey.mp31

    The survey starts when the caller hangs up or the agent presses *.

    The Call Survey step on Audio file: choose the survey's file (1). The survey starts when the caller hangs up or the agent presses *.

🎉 Your call survey is set up. After each call ends, agents hear the survey prompt and can respond by pressing a digit.

How the survey is triggered

  1. The survey starts automatically when the caller hangs up.
  2. The agent can also trigger it early by pressing the * key on the dial pad.
  3. Pressing * immediately ends the call and starts the survey.

Automating tagging with call surveys

To assign tags, ratings, or values to the digits agents press, set up a workflow that listens for the Digits Pressed by Destination rule.

Detailed guide: Create tags and tag with AI
Detailed guide: Tag calls automatically or by hand
Detailed guide: Build a call flow