Skip to main content
Tags let you organize calls in a way that matches your workflow. You can use them to label calls by outcome, topic, team, or follow-up status so they are easier to review and filter later.

​
What Tags Do

You can use tags to:
  • label calls with meaningful business context
  • group similar calls together
  • support filtering and reporting in your own workflows
  • make handoffs and follow-up easier for your team
Common examples include:
  • qualified lead
  • follow up needed
  • billing
  • support
  • vip customer

​
How to Add Tags

Before you can attach a tag to a call, you first create the tag for your organization. When you create a tag, you define:
  • a name
  • a description
  • a color
  • an agent
This is useful when you want to create a consistent set of labels that your team can reuse across many calls. For example, you might create tags such as sales, refund-request, or priority-follow-up.

​
How to Apply Tags to a Call

After a tag has been created, Simple AI will automatically apply relevant tags to calls based on the agents where the tag is enabled. After a call is completed, you also have the option to manually add or remove tags. This allows you to label calls after they happen so that you can sort, review, and analyze them more easily.

​
Rerun Tags on Previous Calls

If you create a new tag or update how a tag should be applied, you can rerun tag application on previous calls. This is useful when:
  • you added a new tag and want to apply it to older calls
  • you changed your tagging rules and want past calls to reflect the updated logic
  • you want to backfill tags for reporting or review workflows
When you rerun a tag, Simple AI reprocesses eligible calls from the date range you select.

​
How Reruns Work

Reruns are supported for previous calls and can be applied across a date range. Depending on how the tag is configured, the rerun may apply to:
  • all calls in the selected date range
  • calls associated with the agents where that tag is enabled
If you are using reruns, it is a good idea to choose a clear date range so you only reprocess the calls you actually want to update.

​
When to Use Tags

Tags are helpful when you want to track outcomes or workflows that matter to your team. Examples include:
  • marking calls that need a callback
  • separating support conversations from sales conversations
  • identifying calls that should be reviewed internally
  • tracking campaign or workflow outcomes

​
Best Practices

To keep tags useful over time, it helps to use a small set of consistent labels instead of creating many overlapping versions of the same tag. For example, choose one naming style and use it consistently:
  • follow-up-needed instead of mixing follow up, FollowUp, and callback
Clear descriptions also make it easier for teammates to understand when each tag should be used. Adding specific descriptions about when a tag should be applied also helps Simple AI place tags on the right calls. For example, instead of describing a tag as Billing, you might describe it as Apply this tag when the caller is asking about charges, invoices, refunds, or payment issues.

​
Video Demo

​
Tag Creation

​
Manual Tagging and Filtering

​
API Reference

The following endpoints are available for working with tags: