What Tags Are and Why They Matter
Tags are labels you apply to conversations to capture something important about that interaction.
They help you organise conversations by theme, outcome or action required. For example, a team might tag calls as Complaint, Sale, Escalation, Follow Up Required, or Great Objection Handling.
Think of Tags as sticky notes on your conversations. Each one highlights something worth remembering.
When used consistently, Tags transform individual conversations into structured information you can analyse across your organisation. Instead of reviewing calls one by one, you can group them by topic and see patterns that would otherwise be hidden.
Tags are particularly valuable because they let your team create its own dataset inside Voyc. When Tags are applied consistently, Voyc can surface patterns across conversations and Channels.
💡 Tip: We also offer an Organisational Tags Overview Report that helps you understand how Tags are used across Channels.
When to Use Tags
There is no single correct way to use Tags. The best approach depends on how your team works and what you want to learn from your conversations.
Some organisations use Tags primarily for quality monitoring, while others use them to track operational trends, identify sales opportunities or highlight compliance risks.
Here are a few common use cases:
Quality Assurance and Coaching
Quality teams often tag calls to highlight specific behaviours or moments worth reviewing.
Examples include:
Great Empathy
Policy Not Followed
Incorrect Process
Training Example
This makes it easier to find coaching examples and monitor recurring behaviours across a team.
Compliance and Risk Monitoring
Tags can also flag conversations that require additional attention that may require additional attention beyond automated Alerts.
Examples include:
Follow Up
Escalation
Regulatory Risk
Check CRM
By tagging these calls, compliance teams can quickly filter and review interactions that may need investigation.
Sales and Revenue Signals
Sales teams often use Tags to highlight commercial opportunities or outcomes.
Examples include:
Sale
Upsell Opportunity
Retention Risk
Quote Requested
This helps revenue teams identify where opportunities occur and analyse which channels generate the most sales-related conversations.
Operational Insight
Tags can also reveal friction points in customer journeys or system refinements needed.
Examples include:
Repeat Issue
Process Failure
Follow Up Required
Test Call
When viewed across many calls, these Tags can highlight recurring problems that may require operational improvement.
The key idea is flexibility. Tags work best when they reflect what your organisation cares about tracking.
The Benefits of Using Tags
Tags become powerful when you combine them with Voyc’s filtering and reporting tools.
Filter Conversations by Topic or Type
You can filter your conversation list by specific Tags to quickly find the calls you want to review.
For example, you could instantly surface every conversation tagged Complaint or Escalation within a Channel’s date range.
This is particularly useful if your call data does not automatically differentiate the call type through Attributes, you can tag the conversation with a specified call type in order to find it easily in the future or to segregate your reporting / insights. Think of it as creating your own customisable dataset.
Analyse Tagged Conversations in Channel Reports
Tags can also be used when analysing data in Channel-level reports.
Within these reports, you can filter results by Tag to focus on conversations that share a specific theme or outcome. For example, you might choose to analyse only conversations tagged Sale, Complaint, or Follow Up Required within a particular Channel.
This allows you to explore patterns such as:
How often certain conversation types occur
How performance metrics change for specific tagged calls
Which topics appear most frequently in a Channel
When used consistently, Tags effectively create a structured dataset inside each Channel. This means you can analyse performance, trends and behaviour based on the topics that matter most to your organisation.
Identify Trends Across Your Organisation
If you want a broader view, the Organisational Tags Overview Report shows how Tags are used across Channels.
This report highlights patterns such as:
Which Tags appear most frequently
Where certain conversation types occur most often
How tagging behaviour differs between Channels
Together, Channel-level analysis and the Tags Overview Report allow you to move from individual conversations to organisation-wide insight.
💡 Tip: Tags are most powerful when they reflect a clear tagging strategy. A small, well-defined set of Tags will produce clearer insights than a large list of loosely defined labels.
Adding and Removing Tags on Conversations
You can create, add and remove Tags either directly inside an open Conversation or on the Channel Conversations page, the latter allows you to also bulk edit Tags on multiple Conversations.
How to Add a Tag Inside an Open Conversation
Open the conversation you want to tag.
Locate the Tags section and open the tab.
Creating a new Tag:
Type the full name of the Tag you would like to create in the text box (checking that a similar Tag does not already exist).
Select Create and the Tag will be added to the conversation.
To Select an existing Tag:
Start typing the name of the Tag in the text block. If you already have Tags, you will notice that the existing Tags that match your text will be suggested below.
To select an existing Tag, click on the + sign next to the name of the tag, adding it to the Conversation.
Once applied, the Tag becomes part of the conversation’s metadata and can be used in filters and reports. An indicator badge will show the number of Tags and your Tags will be listed under the heading Conversation Tags.
How to Remove a Tag Inside an Open Conversation
If a Tag was added by mistake or is no longer relevant, it can be removed from the conversation.
Open the conversation.
Locate the Tags section.
Remove the unwanted Tag from the conversation by clicking the X on the right of it.
This removes the label from that specific call while keeping the Tag available for other conversations.
Bulk Add or Untag via the Channel Conversations Page
You can bulk edit conversations to Tag or Untag multiple conversations at once, saving you time. To do this:
On the Conversation page in your Channel, select the conversations you would like to Tag / Untag - you may need to filter your calls first.
Click on the Edit Conversation Tags icon on the top right of the page.
You can click on the Tag or Untag buttons to add or remove tags.
If you cannot find your tag in the list, you can search it in the search bar. If it doesn't exist and you would like to create one, you can do so by entering the name of Tag in the search bar and select the Create button. From here you can select the Tag.
Editing and Deleting Existing Tags on Voyc
You can edit and delete Tags globally within your Channel and will affect all conversations with that Tag.
Editing a Tag
To edit a Tag:
On the Conversation page in your Channel, select any conversation.
Click on the Edit Conversation Tags icon on the top right of the page.
Find the Tag you would like to edit from the list or search for it by entering the name in the search bar.
Click the 3 dots next to the Tag and select Edit.
An edit block will appear where you can edit the name of the Tag. When you are done, select the tick mark next to the block and your Tag will save.
Your Tag will now be updated across all conversations where the Tag is applied.
Deleting Tags and What Happens to Your Data
In some cases you may want to remove a Tag entirely.
❗ Important: Deleting a Tag removes it as an option for future conversations and removes that Tag from any historical conversations where it was previously applied.
Deleting a Tag does not delete the conversation or call recording. It only removes the Tag label attached to the conversation.
Before deleting a Tag, check whether it is used in reports or workflows.
To delete a tag from Voyc:
On the Conversation page in your Channel, select any conversation.
Click on the Edit Conversation Tags icon on the top right of the page.
Find the Tag you would like to delete from the list or search for it by entering the name in the search bar.
Click the 3 dots next to the Tag and select Delete.
The Tag will be removed from the Channel and from any conversations where it was previously applied.
The Gist
Tags allow you to label conversations with meaningful categories so they can be organised, filtered and analysed. Because Tags are flexible, each organisation can design a tagging approach that reflects its goals. When used consistently, Tags help teams uncover patterns, monitor performance and better understand their conversations.