Using Tags to Organize Activities

Tags make it easier to organize and filter your Activities, run reports, and analyze trends over time. They are especially useful for tracking activity related to a specific product, promotion, campaign, or issue, giving you better visibility into customer interactions and performance.

You can apply tags to your Activities in two ways: manually or automatically.

Manual tagging allows you to enter one or more tags directly on individual Activities, including Calls, Chats, Messages, Forms, and Faxes. This option is useful when you need to quickly label a specific interaction or add context on a case-by-case basis.

Automatic tagging lets you create rules that apply tags to Activities based on defined criteria, such as keywords, activity type, source, or other conditions. Once configured, these tags are applied automatically, helping ensure consistent categorization without requiring manual effort.

Manual Tagging: 

In the Activity log, click on an activity to expand its fields. You will then see a field to enter tags within the contact field. You can enter any tags you wish. It will pre-populate based on tags you have previously used.

Automatic Tagging: 

1. Navigate to Reports > Tags. On this page, you will see any tags you have created listed as well as how many calls have been applied to that tag.
2. Click the Tag Settings button in the upper right.
3. Choose which type of tagging rule you want to use in this example we are showing (New Caller, Repeat Callers, Length of Call, Time of Call)
4. Once you choose one of those options you would like to tag, you will be able to configure the tag based on that rule. For example, you could choose the length of call rule and choose to tag all calls greater than 2 minutes as a “good lead”. Additionally, there are some advanced options available such as tagging specific Tracking Numbers only. You will see all of your auto-tagging rules listed on this page.

Using Tags In Reporting: 

Once you start using tags, you can then filter any of our reports by tag.

For example, if you go to the overview report or any of the Activities within the reports menu, you can click the Filter button in the upper left corner, and you will see the ability to filter your reports by tags.

Editing Tags via API:

We offer several endpoints to modify the tags via API.  The primary method for updating a tag is using the tag_list property in the modify endpoint e.g.

Via shell

```bash

curl -XPOST -u$key:$sec -H'Content-Type:application/json' https://api.calltrackingmetrics.com/api/v1/accounts/$account_id/calls/$call_id/modify -d '{"tag_list": "tag1,tag2,tag3"}'

```

Or via Lambda functions:

```js

const ctm = context.ctm;

const activity = event.activity;

const new_tags = ",tag1,tag2";

const tag_list =  activity.tag_list.length ? activity.tag_list + new_tags : new_tags;

await ctm.update({tag_list})

```

Notice the tag_list is always a string of comma-separated tags.  Additionally, it's important to note that when you update the tag_list it overwrites all previous tags in the list.

A more advanced option is to use the add_tag and rem_tag API calls these allow for more granular control over the addition of a tag and removal of a tag.  The advantage of these APIs is that you can specifically add or remove a single tag and not need to have prior knowledge of the previous tags.  

add_tag:

```bash

curl -XPATCH -u$key:$sec -H'Content-Type:application/json' https://api.calltrackingmetrics.com/api/v1/accounts/$account/calls/$call_id/add_tag -d '{"tag": "your tag"}'

```

rem_tag:

```bash

curl -XDELETE -u$key:$sec -H'Content-Type:application/json' https://api.calltrackingmetrics.com/api/v1/accounts/$account/calls/$call_id/rem_tag -d '{"tag": "your tag"}'

```