Tags are used on inbound mapping to match customers to campaigns via lists. If a customer calls in on a number that has the same tag as the list with the customers data, it will display the customers details to the agent (and the relevant inbound script). If a customer calls in on an inbound number with a tag that doesn't match a tag on the list with their data, the relevant script for the inbound number will appear but the customer will have to be added to the system as a new lead.
This allows you to have customers calling in for separate product/service campaigns without them being mixed up on the system.
Users who don't have matching tags wont be able to see the inbound number information here also.
1 - Head to the Inbound Number Mapping page.
2 - On the inbound number you wish to assign a tag(s) to, select the Tags dropdown.
3 - Click on the tag/tags you wish to assign. They will be added to the Tags box for that number.
4 - To add further tags, simply select them from the dropdown. Any already selected will be highlighted in pink in the list.