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Call labels sort your calls into categories you define, such as Call Type or Competitor. Each label category has a prompt and a list of options. After each call, Attention reads the conversation and picks the option that fits. When none fits, the label shows Not Set.

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1. Open Call Labels

  1. Click your name at the bottom of the sidebar, then Settings.
  2. Select Call Labels in the settings menu.
Your categories are listed under Active call tags, each with the teams it applies to and its number of options. The Call Labels page with the Add label category button and the Active call tags list

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2. Add a label category

  1. Click Add label category.
  2. In Category Title, name the category, for example Call Type.
  3. In Teams, choose the teams whose calls get this label, or check All Teams.
  4. In Category AI Prompt, describe what the category captures, for example “The stage of the sales cycle this call belongs to.”
The Add label category panel with Category Title, Teams, All Teams and Category AI Prompt

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3. Add the options

Under Label Options, click Add Label Option once for each value Attention can choose. Fill in both fields of each option:
  • Label: the value that shows on the call, for example Discovery.
  • AI Prompt: when Attention should pick it, for example “Assign this label if the rep asks diagnostic questions about the prospect’s needs.”
Attention picks one option per call, so give each option a prompt that doesn’t overlap with the others. If you add no options, Attention writes the value itself.

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4. Test the prompt

Under Test your prompt, pick a past call in Select Conversation and click Test. Attention shows the option it would pick for that call. Adjust the prompts and test again until the results look right.

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5. Save

Click Save changes. From now on, Attention labels every new call from the selected teams. Calls processed before you saved keep the labels they already have.

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Edit or delete a category

  • Edit: click the category in the list. Edit Label Category opens with the same fields. Make your changes and click Save changes. They apply to calls processed after you save.
  • Delete: open the ⋮ menu on the category, click Delete, then confirm.
Deleting a label category can’t be undone.

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Where labels are used

  • On a call. On a call’s page, the labels sit under the call title. To correct one, click it and pick another option, or Not Set. For a label without options, type the new value and press Enter. Attention confirms with Label updated.
  • In All Calls. Go to Conversations → All Calls. In the filters panel, open Call Tags, expand a category and check the values you want to see. Check Not Set to find calls where the label wasn’t set.
  • In scorecards. In a scorecard template, click Change under Apply scorecard to and pick label values. The scorecard then runs only on calls that match any or all of them. See Build a Scorecard Template.
  • In workflows. The Labels Changed trigger starts a workflow when someone changes a call’s labels. See Attention Triggers.