While being on an active call, you will notice on the right panel of the CTI a set of buttons under the name 'Actions.' These are the 'In Call Actions,' each action can be used in combination with Salesforce to increase the productivity of your team. In this guide, we will cover the 'Add Tags' action and its functionalities.
Step 1: While being on an active call, click on the ‘add tags’ button.
Step 2: A window will open to the right side of the call, select the tag you want to attach to the call, and then click ‘Save changes.’
At the end of the call, a new panel will pop up where you can review your selected tags. (As well as tags, you can add additional details, like 'Comments,' ‘Caller mood,’ and ‘Call disposition code,’ which serve as additional information to add along with the tags).
Step 3: You can go to ‘Phone’ on the left side of the CTI and see the details you added (a tag and a comment in this case) by clicking on the ‘Details button’ marked below.
All tags, comments, and all active after-call work items will be saved to custom fields that you can see on the task layout.