What labels are for
Labels are colour-coded tags that help you quickly identify different types of conversations. They make it easier to organise your inbox and spot important conversations at a glance.
Common uses for labels include:
Billing issues
Urgent requests
Follow-up needed
Escalations
Labels appear as small coloured tags in both the conversation list and the conversation details page.
Creating a label
To create a new label:
Go to Settings > Labels.
Select New Label.
Enter a unique label name, such as Urgent, Billing, or Bug.
Choose a colour by either:
Selecting one of the eight preset colours, or
Entering a custom hexadecimal colour code (for example, #FF5733).
Select Save.
Note: Label names must be unique within your workspace. Duplicate names are not allowed.
Editing a label
To edit an existing label:
Navigate to Settings > Labels.
Locate the label you want to edit.
Open the three-dot menu beside the label.
Select Edit.
Update the label name, colour, or both.
Select Save.
Any conversations already using the label will automatically reflect the updated name or colour.
Deleting a label
To delete a label:
Go to Settings > Labels.
Find the label you want to remove.
Open the three-dot menu.
Select Delete.
Confirm the deletion.
Deleting a label removes it from every conversation and ticket, but it does not delete the conversations themselves.
Tip: If the label is still widely used, consider renaming it instead of deleting it.
Using labels in conversations
Labels are managed from the right-hand sidebar when viewing a conversation.
To apply a label:
Open a conversation.
Locate the Labels section in the right sidebar.
Select Add label or the + button.
Choose a label from the list.
To remove a label, select the X on the label.
Applied labels appear immediately in the conversation list, making conversations easy to identify.
Using labels in filters and automations
Filtering conversations
You can filter conversations by label from the Filters menu in the inbox.
For example, you can quickly display only conversations labelled Billing or Bug.
Using labels in automations
Labels can also be used as conditions and actions within automations.
Examples include:
Condition: If a conversation has the Churn Risk label.
Action: Add the Escalation label.
Action: Remove the Follow-up label.