# Tags — Custom AI Classification for Calls & Leads
Tags turn VoiceB into a **semantic classifier**. The AI understands each call end-to-end and **auto-labels it using your custom tags**. This gives us a **second, fully customizable outcome layer** on top of standard call results. Net effect: cleaner lead qualification, smarter routing, and higher signal pushed to CRM and agents.
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### What problem Tags solve
Traditional outcomes (Valid, Invalid, Transferred, Dropped, etc.) are necessary but generic. Tags let us **encode business logic**—products, intents, customer type, ambiguity—directly into the call. The AI applies these tags in real time based on what the caller actually says.
**Bottom line:** more precision, less manual work, better decisions downstream.
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### How Tags work (at a glance)
1. **Define tags** (unlimited): name, condition for *true*, condition for *false*, and color.
2. **AI listens to the call** and evaluates intent and context.
3. **Tags are automatically applied** to the call.
4. **Tags appear everywhere**: dashboard, call detail, exports, CRM, routing logic.
Think of Tags as **custom outcomes tailored to your business**.
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### Common use cases
* **Lead classification**: Mobile, Fiber, Convergent, SME, Enterprise
* **Customer filtering**: Existing customer vs new prospect
* **Intent clarity**: No clear interest, comparison shopping, price-driven
* **Routing**: Send only “Mobile + High Intent” calls to sales
* **CRM enrichment**: Push structured intent data, not raw transcripts
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### How to create Tags
Go to **Choose Campaign → Tags** and add as many as needed.
For each tag, define:
* **Tag name** (e.g. *Mobile*, *Home Internet*)
* **True if**: when the AI should apply the tag
* **False if**: when it should explicitly not apply
* **Color**: visual clarity in the dashboard
You’re not training a model. You’re **describing intent in plain language**. VoiceB handles the rest.
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### How Tags appear in the Dashboard
Once enabled, Tags are visible directly in the **Calls table** and **Call detail view**:
* Multiple tags can be applied to a single call
* Tags coexist with standard outcomes (Valid, Invalid, Transferred, etc.)
* Visual color coding makes patterns obvious at scale
This allows instant analysis like:
* *Valid + Mobile + Fiber*
* *Invalid + Customer Care*
* *No Clear Interest + Dropped*
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### Tags as a “second outcome”
Outcomes answer **what happened**.\
Tags answer **what this call means**.
That’s the key shift.
With Tags:
* Outcomes stay standardized
* Classification becomes **fully custom**
* Routing and CRM logic becomes deterministic
In practice, Tags act as a **business-specific outcome layer** without breaking reporting or analytics.
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### CRM & routing integration
Tags can be used to:
* Populate CRM fields automatically
* Trigger routing rules (only transfer if Tag = X)
* Filter reports and exports
* Inform agents before they even pick up the call
This is especially powerful in high-volume inbound environments where **every unnecessary transfer costs money**.
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### Best practices
* Start with **high-level intent tags** (Product, Customer Type)
* Avoid over-engineering on day one
* Use Tags to **reduce ambiguity**, not describe everything
* Review tag distribution weekly to refine definitions
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### Why this matters
Tags move VoiceB from call handling to **decision intelligence**.
We’re not just answering calls.\
We’re structuring intent, at scale, automatically.
That’s what unlocks:
* Higher conversion
* Lower operational cost
* Cleaner data
* Fully autonomous inbound sales
If you want to push Tags into routing or CRM logic, that’s already supported.
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