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Your agent’s AI Call Tags tab does two things. One switch lets Brilo label every finished call with what it was about, and Add AI Call Tag lets you write tags of your own for the outcomes you want to count. Both take minutes and both need no developer.

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Before you start

  • An agent that is taking calls. See Turn your agent on.
  • Two minutes to turn tagging on, a week of calls before the tags tell you anything interesting.
  • You will be working in your agent’s AI Call Tags tab.

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Turn on automatic tagging

1

Open the AI Call Tags tab

Open your agent and go to AI Call Tags.
2

Turn on AI Call Tag

Switch on AI Call Tag. Calls that finish from this point on are labelled automatically with what they were about.
3

Take a few calls, then look at your history

Tags need calls to be useful. Give it a day of real traffic, then open your call history and look at what came back.
4

Read the tags before you change anything

The first pass is diagnostic. The tags tell you what your callers actually ring about, which is routinely different from what you assumed when you wrote your instructions.

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Add a tag of your own

Automatic tags describe the call in general terms. A tag of your own is a yes or no question you write once, which your agent then answers about every call. Use it for the outcomes you want to count, such as whether a booking was agreed or whether the caller asked about price.
1

Open Add AI Call Tag

On the AI Call Tags tab, select Add AI Call Tag at the top right of the list.
2

Pick an emoji

Select the tile at the top of the panel to choose an emoji. It defaults to a tick, and it is what you will scan for in your call history.
3

Name the tag

Enter a Tag Name, for example Scheduling. Names have to be unique on the agent, and the name is what appears on the call.
4

Describe when it applies

In What should this tag mean?, describe the condition in plain language, for example Customer agreed to a follow-up meeting. Your agent applies the tag to calls where that was true and leaves it off the rest, so write one condition, not several.
5

Save it

Select Save. The tag applies to calls that finish from now on. Add as many as you need, and select any tag in the list to edit or delete it.
Your own tags are evaluated per call and only appear on the calls where the condition was true. An absent tag means the condition was not met, not that tagging failed.

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You will know it worked when

  • Recent calls in your call history carry labels describing what they were about.
  • Your own tags appear, with their emoji, on the calls that met the condition you described.
  • Your tags are listed on the AI Call Tags tab with their emoji, description, and the date you added them.

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What to do with the tags

The point of tags is not tidiness, it is the three decisions they let you make:
  • Fix your knowledge. A large group of calls about something your agent handled badly tells you exactly which document to write next. See What your agent can learn.
  • Add the action you are missing. If a big group of calls is people asking to book, and you have no booking action, that group is revenue leaking. See Book appointments.
  • Rewrite your instructions. A group of calls that all ended badly usually shares one cause, and it is usually a missing rule. See Write what your agent says.
Look at the tags weekly for the first month. After that, monthly is enough.

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Automatic tags, your own tags, extraction, or summaries?

All four read the finished call, and they answer different questions. Turning the switch on costs nothing and needs no setup, which makes it the right first step of the four. Add your own tags once the automatic ones have shown you what your callers ring about.

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What else you can do here

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If it did not work

No tags appeared. Check the switch is on for the agent whose calls you are looking at, and remember it applies to calls that finish after you turned it on. Existing calls are not tagged retrospectively. My own tag never appears. Either the condition was genuinely not met, or the description is too vague to judge. Rewrite it as one plain condition a person could answer yes or no to, and check it on a test call. See Test your agent yourself. Brilo says the name already exists. Tag names have to be unique on the agent. Open the existing tag from the list and edit it rather than adding a second one with the same name. The tags are too generic to be useful. Very short calls give little to work from. Look at the calls over about thirty seconds, where there is a real conversation to read. For anything more specific, add a tag of your own. Everything is tagged the same. That may be true. A dental practice where four out of five calls are appointments is a dental practice, not a tagging failure. Look at the smaller groups, because that is where the surprises are.

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FAQ

Yes. Open your agent, go to AI Call Tags, and turn on AI Call Tag. Every call that finishes from then on gets labels describing what it was about, with no setup beyond the switch.
Yes. On the agent’s AI Call Tags tab, select Add AI Call Tag, then give it an emoji, a unique Tag Name, and a plain description of when it applies. Your agent evaluates that condition on every call and tags the ones where it was true.
No. Tagging happens as each call ends, so it applies to calls from that point forward. Your existing history stays as it is, for the automatic switch and for tags you add yourself.
Three things are required: a Tag Name, a description in What should this tag mean?, and a name no other tag on that agent already uses. Brilo names the missing one in the error it shows.
Call tags answer yes or no, which is what you want for grouping and counting calls. Extraction fields return a value you named, such as a date or a budget, which is what you want for sending data into another system. See Pull the details out of every call.
Brilo does not cap them, but every tag is one more judgement your agent makes about each call. Start with the three or four outcomes you would actually report on, and add more once those are earning their place.
No. Tagging is part of how Brilo processes a finished call. See What counts towards my usage for what does affect your allowances.
Yes. Matched tags arrive in the call_tags array on the post call webhook, each with a stable machine readable key derived from the tag name. See Send data to your systems.
Look for the biggest group your agent handles badly and fix that one thing, whether it needs a document, an action, or a rule. Repeat weekly for a month. That is the whole value of tagging.