Labels

Overview

Labels are customizable tags that help you categorize and organize conversations. Use labels to mark conversation types, priorities, topics, or any other classification that helps your team work more efficiently.

To access Labels:

1. Go to Settings from the sidebar
2. Click Chat Assets → Labels

Creating Labels

To create a new label:

1. Go to Settings → Chat Assets → Labels
2. Click "+ Create Label" or "+ New Label"
3. Enter a label name (e.g., "Billing," "Technical Issue," "VIP")
4. Choose a color to visually distinguish the label
5. Click Save

Color options:

• Select from predefined colors (typically 10-15 options)
• Colors help you quickly identify conversation types at a glance

💡

Pro Tip: Use consistent color schemes (e.g., red for urgent, green for resolved, blue for technical).

Label Naming Best Practices

Good label names:

• ✅ "Bug Report" - Clear and specific
• ✅ "Feature Request" - Action-oriented
• ✅ "VIP Customer" - Descriptive
• ✅ "Needs Follow-up" - Indicates required action

Avoid:

• ❌ "Important" - Too vague
• ❌ "Label 1" - Not descriptive
• ❌ "asdfgh" - No meaning

Using Labels in Conversations

Adding Labels to a Conversation

From the Inbox:

1. Open a conversation
2. Click the "Labels" icon or button
3. Select one or more labels from the dropdown
4. Labels appear as colored tags on the conversation

From the Dashboard:

1. Select one or more conversations using checkboxes
2. Click "Bulk Actions" → "Add Label"
3. Select the label
4. Click Apply

Note: You can add multiple labels to a single conversation.

Removing Labels from a Conversation

To remove a label:

1. Open the conversation
2. Click the X on the label tag
3. The label is removed immediately

Filtering Conversations by Label

To filter by label:

1. In Dashboard or Inbox, click the side menu
2. Select "Labels"
3. Choose one label

Only conversations with those labels will be displayed.

Editing Labels

To edit an existing label:

1. Go to Settings → Chat Assets → Labels
2. Click on the label you want to edit
3. Update:
   • Label name
   • Color
4. Click Save

What happens to existing conversations:

• Conversations with this label are automatically updated
• The new name and color appear immediately

Deleting Labels

To delete a label:

1. Go to Settings → Chat Assets → Labels
2. Select the label
3. Click "Delete" or the trash icon
4. Confirm deletion

What happens:

• The label is removed from all conversations
• This action cannot be undone
• Conversations remain, but the label is gone

⚠️

Warning: Deleting a label removes it from all historical conversations. Consider archiving unused labels instead (rename to "ARCHIVE - Old Label").

Common Label Categories

By Topic:

• Billing Question
• Technical Support
• Product Inquiry
• Feature Request
• Bug Report
• Account Management

By Priority:

• Urgent
• High Priority
• Normal
• Low Priority

By Customer Type:

• VIP Customer
• New Customer
• Returning Customer
• Enterprise Client

By Status:

• Needs Follow-up
• Waiting for Info
• Escalated
• Resolved

By Department:

• Sales
• Support
• Engineering
• Billing

Label Workflows

Example 1: Bug Tracking

1. Customer reports issue → Add "Bug Report" label
2. Agent investigates → Add "Technical" label
3. Escalate to engineering → Add "Escalated" label
4. Bug fixed → Add "Resolved" label
5. Close conversation

Example 2: VIP Customer Support

1. VIP customer contacts → Auto-apply "VIP" label (via automation)
2. Prioritize in queue → Filter by "VIP" label
3. Handle with priority → Assign to senior agent
4. Add follow-up → Add "Needs Follow-up" label

Example 3: Feature Requests

1. Customer suggests feature → Add "Feature Request" label
2. Collect similar requests → Filter by "Feature Request"
3. Review monthly → Export conversations with this label
4. Notify customers → When feature is built, search for label

Best Practices

Label Design:

• ✅ Keep total labels under 20-25 (avoid overwhelming agents)
• ✅ Use clear, consistent naming conventions
• ✅ Assign distinct colors for easy recognition
• ✅ Group related labels (use prefixes like "Priority:" or "Type:")

Label Usage:

• ✅ Train agents on when to use each label
• ✅ Make some labels required (via automation or policy)
• ✅ Review label usage monthly to identify unused ones
• ✅ Update label lists as your business evolves

Organization:

• ✅ Create a label guide document for your team
• ✅ Use consistent color coding across label categories
• ✅ Archive old labels instead of deleting them
• ✅ Use automation to apply labels automatically (see Automations)

Troubleshooting

Can't add label to conversation

Check:

• ✅ You have permission to add labels (Agents, Admins can add)
• ✅ The label still exists (wasn't deleted)
• ✅ Conversation is not closed (some systems restrict editing closed conversations)

Label not appearing in filter

Check:

• ✅ At least one conversation has this label
• ✅ You're filtering the correct inbox
• ✅ Refresh the page

Too many labels, hard to find the right one

Solution:

• Review and delete/archive unused labels
• Use naming prefixes for categories (Type:, Priority:, Status:)
• Limit total labels to 15-20 active ones
• Create a labels guide for your team