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. Options include call duration, call outcome, call type, voicemail presence, UTM campaign, source of call, and keywords or phrases from the conversation.

    A new workflow with an empty Simple filter block and the Select filter criterion panel open on the Call Details filters.

  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:

    • 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.

    The Tags dialog with Fill with AI off and the Follow-up Scheduled tag selected.

    Option B: Fill with AI:

    • Toggle on Fill with AI.
    • Write an instruction telling Nimbata AI how to tag qualifying calls.
    • Optionally, restrict which tags the AI can apply to improve accuracy.
    • Click OK.

    The Tags dialog with Fill with AI on, the Qualified Lead tag selected, an instruction for the AI, and OK marked.

  7. Enable the workflow

    • Click Enable in the top-right corner.
    • Optionally, rename the workflow to make it easy to identify.

    The renamed Auto-tagging workflow, with a Calling Country filter and a Set Tag with AI action, and the title and Enable button marked.

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.

The Auto-tagging workflow: a Simple filter joining Call Duration is greater than 60, a list of calling countries and Recording is Yes with AND, then a Set Tag with AI action for 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.

  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.

    A Greeting action set to Audio File, with the Greeting Audio file marked and Greeting Type Audio Followed by Ringtone.

  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.

    A Call Survey action set to Audio File with a Survey Audio file, and the note that call surveys start when the caller hangs up or when the agent presses the * key.

🎉 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