## 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.