Labels

{"type":"doc","content":[{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"What labels are for"}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"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."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Common uses for labels include:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Billing issues"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Urgent requests"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Follow-up needed"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Escalations"}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Labels appear as small coloured tags in both the conversation list and the conversation details page."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Creating a label"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To create a new label:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Go to "},{"type":"text","marks":[{"type":"bold"}],"text":"Settings > Labels"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"New Label"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Enter a unique label name, such as "},{"type":"text","marks":[{"type":"bold"}],"text":"Urgent"},{"type":"text","text":", "},{"type":"text","marks":[{"type":"bold"}],"text":"Billing"},{"type":"text","text":", or "},{"type":"text","marks":[{"type":"bold"}],"text":"Bug"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Choose a colour by either:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Selecting one of the eight preset colours, or"}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Entering a custom hexadecimal colour code (for example, "},{"type":"text","marks":[{"type":"bold"}],"text":"#FF5733"},{"type":"text","text":")."}]}]}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Save"},{"type":"text","text":"."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Note:"},{"type":"text","text":" Label names must be unique within your workspace. Duplicate names are not allowed."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Editing a label"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To edit an existing label:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Navigate to "},{"type":"text","marks":[{"type":"bold"}],"text":"Settings > Labels"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Locate the label you want to edit."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Open the "},{"type":"text","marks":[{"type":"bold"}],"text":"three-dot menu"},{"type":"text","text":" beside the label."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Edit"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Update the label name, colour, or both."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Save"},{"type":"text","text":"."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Any conversations already using the label will automatically reflect the updated name or colour."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Deleting a label"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To delete a label:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Go to "},{"type":"text","marks":[{"type":"bold"}],"text":"Settings > Labels"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Find the label you want to remove."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Open the "},{"type":"text","marks":[{"type":"bold"}],"text":"three-dot menu"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Delete"},{"type":"text","text":"."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Confirm the deletion."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Deleting a label removes it from every conversation and ticket, but it does not delete the conversations themselves."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Tip:"},{"type":"text","text":" If the label is still widely used, consider renaming it instead of deleting it."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Using labels in conversations"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Labels are managed from the right-hand sidebar when viewing a conversation."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To apply a label:"}]},{"type":"orderedList","attrs":{"start":1,"type":null},"content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Open a conversation."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Locate the "},{"type":"text","marks":[{"type":"bold"}],"text":"Labels"},{"type":"text","text":" section in the right sidebar."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Select "},{"type":"text","marks":[{"type":"bold"}],"text":"Add label"},{"type":"text","text":" or the "},{"type":"text","marks":[{"type":"bold"}],"text":"+"},{"type":"text","text":" button."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Choose a label from the list."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"To remove a label, select the "},{"type":"text","marks":[{"type":"bold"}],"text":"X"},{"type":"text","text":" on the label."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Applied labels appear immediately in the conversation list, making conversations easy to identify."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":2},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Using labels in filters and automations"}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Filtering conversations"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"You can filter conversations by label from the "},{"type":"text","marks":[{"type":"bold"}],"text":"Filters"},{"type":"text","text":" menu in the inbox."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"For example, you can quickly display only conversations labelled "},{"type":"text","marks":[{"type":"bold"}],"text":"Billing"},{"type":"text","text":" or "},{"type":"text","marks":[{"type":"bold"}],"text":"Bug"},{"type":"text","text":"."}]},{"type":"paragraph","attrs":{"textAlign":null}},{"type":"heading","attrs":{"textAlign":null,"level":3},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Using labels in automations"}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Labels can also be used as conditions and actions within automations."}]},{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","text":"Examples include:"}]},{"type":"bulletList","content":[{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Condition:"},{"type":"text","text":" If a conversation has the "},{"type":"text","marks":[{"type":"bold"}],"text":"Churn Risk"},{"type":"text","text":" label."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Action:"},{"type":"text","text":" Add the "},{"type":"text","marks":[{"type":"bold"}],"text":"Escalation"},{"type":"text","text":" label."}]}]},{"type":"listItem","content":[{"type":"paragraph","attrs":{"textAlign":null},"content":[{"type":"text","marks":[{"type":"bold"}],"text":"Action:"},{"type":"text","text":" Remove the "},{"type":"text","marks":[{"type":"bold"}],"text":"Follow-up"},{"type":"text","text":" label."}]}]}]},{"type":"paragraph","attrs":{"textAlign":null}}]}