Labels

Labels are tags you put on conversations and contacts so you can filter them and build reports.

Creating a label

1. Open Settings → Labels.
2. Click to add a label.
3. Fill in:
   • Name — no spaces, for example refund or delivery;
   • Description — what it is for;
   • Colour — so it is recognisable at a glance;
   • Show in sidebar — the label appears in the sidebar for quick filtering.

Applying a label

By hand

Open a conversation and pick the label in the panel on the right.

Automatically

Create an automation rule: for example, apply delivery when a message mentions delivery.

With a macro

Include applying a label in a macro alongside other actions.

Where labels are used

• Filtering — under Conversations → Labels in the sidebar;
• Reports — the label report shows what customers write about most;
• Automation — a label can be a condition for a rule;
• Campaigns — contact labels define the audience of a broadcast.

Recommendations

• Keep the list short: 10–15 labels is usually plenty.
• Agree on spelling, or you will end up with Refund and refund side by side.
• Review the list quarterly and delete what nobody uses.