Organize with labels

What it's for

Labels are used to categorize your conversations by topic, priority or type of request, for example "refund", "VIP" or "bug". Used well, they help you find the right conversations, automate how they're handled, and measure what comes up most often.

1. Create a label

1. Go to Settings → Labels.
2. Click Add a label.
3. Enter a clear name (for example "refund"), choose a color and, if you wish, a description.
4. Confirm with Create.

You can return to Settings → Labels at any time to edit or delete an existing label.

2. Apply a label to a conversation

1. Open a conversation.
2. In the right-hand side panel, find the labels area.
3. Select the label(s) to apply (for example "VIP" and "refund").

A conversation can carry several labels at the same time.

3. Filter by label

Once your conversations are labeled, you can filter your conversation list to show only those with a given label. This is ideal for handling all requests of the same type in one batch.

4. Automate rules based on labels

You can trigger automation rules based on labels: for example, automatically assign any conversation labeled "billing" to the right team. This saves you time on repetitive tasks.

5. Review reports by label

Finally, the Reports section offers a report by label. There you can measure how often each type of request comes up (how many "bug", how many "refund"…) to better understand your customers.

💡 Tip — Keep a short, consistent list of labels shared across the whole team. Too many different labels make categorization confusing and reports hard to read.