Getting started with AI call tags

AI call tagging in OpenPhone lets you define tags and uses AI to automatically apply them to calls based on the call’s content. Paired with call views, it helps you organize and find important calls, review key moments, and surface those requiring attention—such as scheduling, escalations, or problems. It’s a powerful tool for staying organized and gaining insights into your team’s conversations.

• Getting started with AI call tags

  Prerequisites

  To use AI call tagging, make sure you have:

  • an OpenPhone Scale plan subscription,
  • Owner or Admin permissions in your workspace (or for the specific inbox you want to set them up on),
  • call summaries and transcriptions enabled (calls are tagged based on transcript contents), and
  • automatic call recording enabled (strongly recommended). Otherwise, calls must be manually recorded to be transcribed and tagged.

  Supported platforms

  AI call tagging is available on the following platforms:

  • • Web app
    • Desktop app (Windows and macOS)
    • iOS
    • Android

  How to set up AI call tags

  Note: You can only set AI call tags on web and desktop.

  Turning on AI call tags

  

  1. Navigate to the settings for the phone number you want to configure.
  2. Find the Call assistant section.
  3. Turn on “Add tags to calls”

  How to create AI call tags

  

  By default, OpenPhone provides a few predefined tags to get you started. You can edit, disable, or delete these tags at any time. To add a new 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.

  💡 Tip: You can update the description at any time, so it doesn’t need to be perfect initially.

• How tags are applied

  

  Once set up, AI applies tags automatically after each call using the transcript, tag name, and tag description to decide relevance.

  To remove a tag from a call, follow these steps:

  1. Click the tag.
  2. Select Remove tag.

  Note: Tags can only be applied automatically by AI. Once removed, they cannot be manually re-added.

  How to filter calls by tags in call views

  

  You can filter calls by tags in two ways, either directly from tags or using the calls view.

  To do so directly from a tag:
  

  1. Click a tag.
  2. Select View calls with this tag.

  Or, to do so using the Calls view:

  1. Navigate to the Calls view in your inbox.
  2. Use the filter options to select specific tags.

   

• Common questions

  Can I create tags for multiple inboxes?

  Not yet. Tags are specific to the inbox where they’re created.

  Can I manually add tags to calls?

  Not at this time. AI call tagging is fully automated and uses AI to apply tags based on call transcripts. If a tag is removed from a call, it cannot be manually re-added.

  How many tags can I create per inbox?

  You can have up to 25 active tags per inbox.

  How long can a tag name be?

  Up to 40 characters.

  How long can a tag description be?

  Up to 500 characters.

  What is an active tag?

  An active tag is applied to relevant calls by AI. Tags are only applied to calls made after the tag was created or enabled.

  What happens if I disable a tag?

  The tag will no longer apply to new calls but will remain on previously tagged calls.

  What happens if I delete a tag?

  The tag will be removed from all past calls and will no longer apply to future calls.

  What happens if I disable the tagging feature?

  No tags will be added to new calls, but existing tags will remain on past calls.

  Can I tag messages or conversations?

  Not currently. AI call tagging is designed specifically for calls.

  Can I use call tags as a filter in Analytics?

  Not currently. At this time, only the Calls view can be filtered by AI call tags.

  Can I retrieve call tags using API, integrations, or webhooks?

  Not currently.