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Who uses this: Admins, Team Managers, and Service Agents — Limited Agents have no access to Engage. Availability: United States and Canada · Requires the Engage add-on.
A custom tag in Engage is a color-coded label you attach to a call, conversation, or voicemail to organize your communication records. You create tags once in Engage settings, apply them to any record, and then filter your Conversations, Calls, and Voicemails lists by tag to focus on what matters — on web or the FieldPulse mobile app.

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Overview

Think of tags like sticky notes for your Engage records. You create each tag with a name and a color in Engage settings, then apply it to Conversations, Calls, and Voicemails — a record can carry more than one tag. Once records are tagged, you can filter any Engage list by tag, and two tag columns become available in reporting. Engage also applies certain system tags automatically based on call activity — you can filter and report on system tags, but you can’t edit them.

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Before you begin

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Create a custom tag

  1. In Engage, select the gear icon in the top-right corner to open the Engage Settings page.
  2. Select the Tags tab from the left menu. The Tags tab in Engage settings with the Tag Name field, Tag Color field, and Add Tag button
  3. Enter a name in Tag Name and choose a color in Tag Color.
  4. Select Add Tag. The tag appears in the Created Tags section below the form.
A newly created tag listed in the Created Tags section of the Engage Tags settings

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Apply a tag to a record

  1. On a Conversation, Call, or Voicemail — from either the list page or the individual record page — select the three dots. The two three-dot menu locations in Engage — on a record in the Conversations list and at the top of an open record
  2. Select the Tags search bar. A list of your tags appears, so you don’t have to remember every tag name. The three-dot menu open in both locations, showing the Tags search bar with a created tag ready to select
  3. Select the tag to apply it.
Applied tags show in the list view on the left of your screen, and at the top of each Conversation, Call, and Voicemail when you open it. Applied tags displayed on records in the Conversations list and at the top of an open conversation

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System tags

Not every tag in Engage is one you created. Engage applies certain system tags automatically based on call activity, and they behave differently from custom tags. Outside Business Hours is applied automatically to any inbound call that arrives outside the configured working hours for that phone line. If a phone line doesn’t have its own working-hours configuration, Engage uses your account’s global working hours instead. The Outside Business Hours system tag with its System lock badge Because it’s a system tag:
  • Engage applies it automatically — there’s no setting to turn on.
  • You can’t rename, recolor, or remove it.
  • It doesn’t appear in the tag search bar, so you can’t add it to a call or remove it from one yourself.
You can still filter and report on the Outside Business Hours tag like any custom tag. Use it to see how many calls come in after hours at a glance, without cross-checking timestamps against your working hours settings.

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Filter your lists by tag

You can filter your Conversations, Calls, and Voicemails by tag to focus on the records that matter most.
  1. Select the filter button to the left of the three-dot menu in any Engage view. The filter button to the left of the three-dot menu in the Engage Conversations view
  2. Select one or more tags in the filter panel that slides out from the right. Your list updates in real time.
The filter panel with the Conversation Tag filter open and two tags selected You can filter by tag the same way on the FieldPulse mobile app. The Conversation Tag filter with tags selected on the FieldPulse mobile app

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Tag reporting

Tagging adds two columns in reporting:
  • Call Tags
  • Voicemail Tags
To pull tag data into a report, see How to Create an Engage Report.

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FAQs

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Why should I use tags?

Tags are a quick way to segment and organize the conversations, calls, and voicemails left by current and future customers — so you can find and act on the right records fast.

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Can I assign more than one tag to a record?

Yes. You can assign multiple tags to each Conversation, Call, and Voicemail.

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What kinds of tags should I create?

Common categories include service request type (installation, repair, maintenance, inspection, emergency), follow-up type (scheduled appointment, callback request, quote follow-up, review requested), customer type or loyalty (loyal, at-risk, new), customer size (residential, small business, large enterprise), and customer preferences (preferred contact method, best contact times, preferred language). Your tags are working when you can apply a color-coded label to a call, conversation, or voicemail, filter any Engage list down to only those records, and see the Call Tags and Voicemail Tags columns in your reports.