Keyword Flagging vs. Transcript Search vs. Tags

Keyword Flagging (Real-time Alerts)

Use when you need immediate notifications (email/in-app) when a certain keyword is mentioned in a call.

Create a keyword list in workflows. When a match is found, the call is flagged and notifications are triggered.

If a caller says "explosion", the fire chief gets an immediate email, and the floor supervisor gets notified in-app.

Transcript Search (Post-call Investigation)

Use when you don’t need alerts, but want to search past calls for a specific word or phrase.

Use the Transcript Search filter in Analytics to enter a word/phrase (can combine with other filters and save as a custom dashboard).

A supervisor searches for past calls where "fentanyl" or "ambulance" was mentioned without needing notifications. Create a dashboard for regular tracking.

Tagging (Context-based AI Categorization)

Use when you need to group calls by broader context, not just keyword matches.

AI-based prompts tag calls based on the situational context, not just words.

A supervisor tags calls where a weapon was present, even if terms like "gun" weren’t specifically used.

Do I require real-time notifications?

Yes → Use Keyword Flagging

No → Go to the next question.

Am I looking for a specific word/phrase in my calls?

Yes → Use Transcript Search

No, I need broader context-based categorization → Use Tagging