Setting Up Tagging
How to create customer and inquiry tags, which can be used for tagging incoming calls and sending notifications to the right person.
Tags allow you to filter, organize, and trigger notifications based on call or inquiry type.
Customer Tags
● Purpose: Use customer tags to identify types of customers or provide special instructions (e.g., VIP, New Customer, Needs Follow-Up).
● How to Create:
1. Navigate to Train Sophiie > After Call > Tags
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Click “Create Tag.” Enter a clear, descriptive name.
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Choose a colour code (use colours to group similar tags).
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(Optional) Add a description or notes.
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Click Save.
Inquiry Tags
● Purpose: Inquiry tags indicate the type of call, message, or required follow-up (e.g., “Call Back”, “Quote Request”, “Complaint”, “Reschedule”).
● How to Create:
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In “Tags,” click “Create Tag.”
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Enter the tag name.
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Select a colour code (different from customer tags, if possible).
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(Optional) Add notes for team clarity.
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Click “Save.”
Tip: Keep tag names short and specific. Too many tags can cause confusion; regularly review and merge/remove duplicates.
Troubleshooting
Tags Not Triggering?
○ Confirm the tag is attached to the call/inquiry.
○ Check the tag is correctly assigned to the team member in notification settings.
○ Refresh or log out then back in to see changes.
Duplicate or Missing Tags?
○ Review tag list for spelling/duplicate entries.
○ Merge or delete unused tags for clarity.
FAQs
Q: Can I edit or delete tags?
A: Yes! Go to the Tags section, click the tag you wish to edit or delete, and make your changes.
Q: Can I assign multiple tags to a call?
A: Absolutely. Use as many as needed to best describe the inquiry.
Q: Will changes apply immediately?
A: Yes, changes to team members, tags, and notifications are instant once saved.