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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 Settings in the left navigation bar.
  2. Select Tags in the Settings menu.
  3. Select + Create Tag.
  4. Enter a name in Tag Name and choose a color in Tag Color.
  5. Select Add Tag. The tag appears in the Created Tags section of the Tags page.
The Tags page in Engage settings, opened from Settings in the left navigation bar, with the Create Tag button and the 24/7, Operator AI, and Outside Business Hours system tags in the Created Tags section

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Apply a tag to a record

  1. Open the Conversation, Call, or Voicemail you want to tag. For a call, select Calls in the left navigation bar, then select the call to open its Call Log Details.
  2. In the Tags box, select + Tag. A list of your tags appears, so you don’t have to remember every tag name. The Call Log Details panel for a selected call, with the empty Tags box and its + Tag button highlighted
  3. Select the tag to apply it.
Applied tags show on the record in the list on the left of your screen, and in the Tags box when you open the record. A Follow Up tag applied to a call, shown in the Tags box of Call Log Details and on the call in the Calls list

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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 list, 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.
  2. Select one or more tags in the filter panel that slides out from the right, then select Apply.
The Conversations filter button highlighted, with the Filters panel open to Conversation Tag and the Conversation Tags list of tag checkboxes, plus the Apply and Clear Selections buttons 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. 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.

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FAQs

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. Can I assign more than one tag to a record? Yes. You can assign multiple tags to each Conversation, Call, and Voicemail. 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).