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Main tag management interface

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Tag Management Interface

This interface displays the following information:
ColumnDescription
TagsName of the tag
Date CreatedDate and time the tag was created
Last UpdatedDate and time of the last modification
ActionsButtons to edit or delete the tag

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Managing Tags

To add a new tag, click the purple button Create a tag, located at the top right of the interface. Once the name is entered in the designated field, creation can be confirmed by submitting.
Creating a new tag

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Applying Segmentation Tags

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Automatic Assignment via API

Segmentation tags can be automatically applied during calls using the Volubile API. This feature allows contextual tags to be associated.

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Assignment via SIP Headers

It is also possible to send a list of tags directly through the SIP header X-Volubile-System-Tags during call setup. This method enables seamless integration with your existing systems.
Examples
X-Volubile-System-Tags = To be processed
X-Volubile-System-Tags = city:Grenoble
X-Volubile-System-Tags = city:Grenoble,To be processed

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Using Tags on the Platform

Tags form a flexible system, adaptable to the specific needs of each business. They can be used as an integrated mini-CRM, allowing for tracking the status and evolution of customer interactions.

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Common Use Cases

Status Tracking

“To be processed”, “In progress”, “Done”, “Urgent”

Type of Request

“Technical support”, “Sales”, “Complaint”

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Tag Visibility

Tags are visible in several key areas of the platform:

Call Detail

The tags associated with a call can be viewed directly from its detailed record.See the Call Detail documentation

Call Filtering

An agent’s call history can be filtered based on tags.See the call history documentation
A clear and consistent naming convention for custom tags contributes to better organization.

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Categorization System

Tags support a categorization system using the format category:value. This structure allows for hierarchical organization of tags:

Category Examples

  • campaign:christmas-promo
  • priority:high
  • segment:premium
  • source:website

Smart Filtering

On the dashboard, categories appear as organized groups, making selection and analysis easier.