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Overview

AI call tagging automatically categorizes calls based on conversation content, helping you organize and surface important conversations. Combined with call views, AI tags help you quickly find calls requiring attention - such as scheduling requests, escalations, or customer issues - providing powerful insights into your team’s conversations.
AI call tags are available on Scale plans and require call recording and transcription to be enabled.

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Prerequisites

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Plan and permissions requirements

Required plan features:
  • Scale plan subscription
  • Owner or Admin permissions for workspace or specific inbox
  • Call summaries and transcriptions enabled
  • Automatic call recording enabled (strongly recommended)
Without automatic call recording, calls must be manually recorded to be transcribed and tagged by AI.

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Platform availability

Supported platforms:
  • Web app: Full setup and management capabilities
  • Desktop app: Complete feature access (Windows and macOS)
  • iOS: View tags and filter calls
  • Android: View tags and filter calls
AI call tag setup is only available on web and desktop applications.

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Setting up AI call tags

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Enabling the feature

  1. Navigate to phone number settings for the inbox you want to configure
  2. Find the Call assistant section
  3. Toggle on “Add tags to calls”
Enabling AI call tags in phone number settings

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Creating custom tags

Default tags: OpenPhone provides predefined tags to get you started. You can edit, disable, or delete these at any time. Adding new tags:
  1. Go to AI call tags settings page
  2. Click “Add Tag”
  3. Name your tag (up to 40 characters)
  4. Add optional description (up to 500 characters) to guide AI application
Creating custom AI call tags interface
Tag descriptions help AI understand when to apply tags. Include specific keywords or scenarios you want the AI to recognize. You can update descriptions anytime.

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Tag limits and specifications

Tag constraints:
  • Up to 25 active tags per inbox
  • Tag names: Maximum 40 characters
  • Tag descriptions: Maximum 500 characters
  • Scope: Tags are specific to the inbox where they’re created

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How AI tagging works

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Automatic tag application

AI processing:
  • AI analyzes call transcripts after each call ends
  • Uses tag name, description, and conversation content to determine relevance
  • Automatically applies appropriate tags to calls
  • Tags appear on calls within minutes of completion
AI-applied tags shown on call interface

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Managing applied tags

Removing tags:
  1. Click the tag on a call
  2. Select “Remove tag”
Tags can only be applied automatically by AI. Once removed from a call, they cannot be manually re-added.
Tag status management:
  • Active tags: Applied to relevant new calls
  • Disabled tags: Stop applying to new calls but remain on past calls
  • Deleted tags: Removed from all calls (past and future)

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Using tags for call organization

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Filtering calls by tags

  1. Click any tag on a call
  2. Select “View calls with this tag”
  3. Review filtered call list
Filtering calls by tags in call views

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Call organization strategies

Common tag categories:
  • Priority: “urgent”, “follow-up-needed”, “escalation”
  • Topic: “billing”, “support”, “sales”, “scheduling”
  • Outcome: “appointment-set”, “complaint”, “compliment”
  • Action required: “callback-requested”, “quote-needed”, “demo-scheduled”

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Best practices for AI call tags

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Effective tag creation

Naming conventions:
  • Use clear, descriptive names that reflect conversation content
  • Be consistent with naming patterns across your organization
  • Consider how team members will search for and recognize tags
Description optimization:
  • Include specific keywords that indicate when tags should apply
  • Provide context about conversation scenarios
  • Update descriptions based on AI tagging accuracy

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Limitations and considerations

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Current limitations

Feature restrictions:
  • Tags cannot be manually added to calls
  • Tags are inbox-specific (cannot share across inboxes)
  • Only calls can be tagged (not messages or conversations)
  • Tags cannot be used in Analytics filtering
  • No API, integration, or webhook access for tags
Tagging scope:
  • Tags only apply to calls made after tag creation or enablement
  • Disabled tags stop applying to new calls but remain on existing calls
  • Deleted tags are removed from all calls permanently

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FAQs