Tags — Custom AI Classification for Calls & Leads

By Alex Bisbe. Last update: January 26th 2026

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.

Understanding Status & Outcomes article

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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.