Labels

Labels are short tags you put on conversations and contacts, such as billing, refund or vip. They help your team sort work, find chats fast and report on topics.

Create a label

Go to Settings → Labels → Add label.
Fill in the form:

Field	What to enter
Label Name	A short name, such as `refund-request`.
Description	What the label is for, so teammates use it the same way.
Color	A colour that makes the label easy to spot in lists.
Show label on sidebar	Tick to add a shortcut for this label in the left sidebar.

Click Create.

Naming rules

Names are saved in lowercase.
Use letters, numbers, hyphens (-) and underscores (_). Spaces are not allowed.
Each name must be unique in your account.

Tip: Agree on a short list of labels with your team. A few clear labels are more useful than many similar ones.

Edit or delete a label

Go to Settings → Labels.
Find the label in the list. Use the search box if you have many.
Click the edit icon to change it, or the delete icon to remove it.

Important: Deleting a label removes it from the list of labels you can choose. Check your automations, macros and saved folders first, as they may use it.

Add labels to a conversation

Open the conversation.
In the right-hand details panel, open Conversation Labels.
Click to add a label, then choose one or more labels from the list.

To remove a label, click the small cross on it.

Label many conversations at once

In the conversation list, select the conversations you want.
In the bulk actions bar, choose Assign labels.
Pick the labels and confirm.

You can use Remove labels in the same way.

Add labels to a contact

Contact labels describe the person, not one conversation, for example wholesale or trial-user.

Go to Contacts and open a contact.
Add labels in the contact's details.

Find conversations and contacts by label

Sidebar: Labels with Show label on sidebar turned on appear under Conversations. Click one to see every conversation with that label. Under Contacts → Tagged with, you see contacts with that label.
Filters: In the conversation list, add a filter on Labels. See Conversation filters and folders.

Where else labels are used

Feature	How it uses labels
Automations	Add or remove labels automatically, or use labels as a condition.
Macros	Add or remove labels with one click.
CSAT surveys	Send surveys only when a conversation has (or does not have) certain labels.
Reports	Reports → Labels shows conversation volume and response times per label.
Website widget	Your website code can add a label to the visitor's conversation.