Service Tags

Service tags let you define the services your business offers. When TrolleyShield AI analyzes a call or form submission, it identifies which services the lead is asking about and returns matching tags alongside the standard intent classification.

Service tags work across both Call Shield and Form Shield.

How It Works

Define your tags in Settings → General → Service Tags (up to 25 per account)
AI classifies each call and form and returns matching tags from your list
Tags are saved on every analysis and displayed in the dashboard
Optionally gate conversions — only fire Google Ads conversions when specific tags match

Call Shield Example

Caller: "I need a quote for replacing my roof and gutters"
                    ↓
         AI Analysis Result:
         intent: qualified_lead
         action: convert
         tags: [roofing, gutters]

Form Shield Example

Form submission: "Looking to finish our basement and add a bathroom"
                    ↓
         AI Analysis Result:
         intent: legitimate
         action: allow
         tags: [basement, bathroom, interior]

Setting Up Tags

Navigate to Settings → General → Service Tags and type your service categories. Press Enter or click Add to save each tag. Tags auto-save immediately.

Tips for effective tags:

Keep tags specific to services you offer (e.g. roofing, bathroom remodel, deck)
Use flat, simple names — no hierarchy needed
Aim for 5-15 tags. Too many dilutes accuracy; too few limits usefulness
The AI only assigns a tag when the lead explicitly discusses that service

Tags in API Responses

Service tags appear in all analysis API responses for both calls and forms:

Call analysis (/api/v1/calls/ingest, /api/calls/analyze):

{
  "intent": "qualified_lead",
  "confidence": 95,
  "reasoning": "Caller is requesting a quote for roof replacement.",
  "action": "convert",
  "tags": ["roofing"]
}

Form analysis (/api/v1/forms/analyze, /api/forms/analyze, /api/form-shield/analyze):

{
  "intent": "legitimate",
  "confidence": 92,
  "reasoning": "Submission is a direct inquiry about basement finishing.",
  "action": "allow",
  "tags": ["basement", "interior"]
}

If no tags match or no tags are configured, the array is empty: "tags": [].

Tags are also included in:

GoHighLevel workflow action responses (both Analyze Call and Analyze Form)
Custom form webhook payloads
WordPress Form Shield plugin responses

Conversion Gating (Call Shield)

By default, call conversions fire based on intent and confidence alone. With service tags, you can add an additional filter so conversions only fire when the right services are discussed.

On each tracking number's conversion settings, set Conversion Tags to limit which services trigger conversions. For example, if your roofing campaigns should only fire conversions for roofing leads:

Conversion Tags: roofing
A call tagged [roofing, gutters] → conversion fires (roofing matched)
A call tagged [deck] → conversion does NOT fire

Leave Conversion Tags empty to fire conversions for any matching intent (default behavior).

Limits

Maximum 25 tags per account
Maximum 50 characters per tag
Tags are account-level (shared across all tracking numbers and forms)

How It Works​

Call Shield Example​

Form Shield Example​

Setting Up Tags​

Tags in API Responses​

Conversion Gating (Call Shield)​

Limits​