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Does SnapCall apply tags to tickets?
Alessandro Angioni avatar
Written by Alessandro Angioni
Updated today

Based on customer interactions or events with SnapCall, specific tags are automatically applied to conversations.

This streamlines the creation of reports in Zendesk Explore and facilitates the automation of various tasks in your queue, such as prioritization, assignment, and more. Below is a list of all the tags used and the events that trigger them.

Tags for videocalls event

snapcall_outbound_call

Agent generates an outbound call from the SnapCall widget on the bottom part of the screen.

snapcall_outbound_schedule

Agent propose a scheduled call from the SnapCall widget on the bottom part of the screen.

end_user_joined

Add the tag when end user join the call

call_missed

Add the tag when end user join the call, but no agent joins

snapcall_call_recording

When recording is available, add the tag

call_handled

Tag is added when

Tags for Clip events

snapcall_outbound_clip

Agent generates a clip link from the SnapCall widget on the bottom part of the screen.

snapcall_outbound_public_page

Agent share the Public Page link from the SnapCall widget on the bottom part of the screen.

custom tag per company vocabulary

When SnapCall detects a company vocabulary words in the media, add that on the ticket

media_uploaded

Add the tag on ticket when end user or agent use the Clip link to add a media

snapcall_clip_video

When a video is uploaded, add the tag

snapcall_clip_snapshot

When a snapshot is uploaded, add the tag

snapcall_clip_audio

When an audio message is uploaded, add the tag

snapcall_ticket_public_page

When the ticket is created from the Public Page, add the tag

snapcall custom flow

When an agent send a specific flow to a customer via the dedicated widget in Zendesk, add a tag specific to that flow.

snapcall_api

When stream is generated via API (for example via Chatbot), add the tag

Tags for moderation & image stock detection

snapcall_safe

Indicates that the media has been reviewed by SnapCall and is safe to be displayed by agents

snapcall_moderated

Indicates that the media is unsafe for use due to the presence of content like violence, sexual material, and similar elements.

snapcall_stock

Indicates that the media has been flagged as taken from the web and not genuinely recorded by the end user

snapcall_not_stock

Indicates that the media has been genuinely recorded by the end user and not downloaded from the web

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