A label is a coloured tag you put on a conversation, such as Billing or VIP. Labels make the list easy to filter, feed the Labels report, and let queues and automation react to what a conversation is about.

Add and remove a label

The plus button beside a conversation’s labels lists the ones you can add; the × on a chip removes one.

1. 1Add label
2. 2Remove a label

1. Open a conversation. Labels already on it show as chips in the toolbar.

2. Select the add label button (Add label) and choose a label from the list.

3. To take one off, select the × on its chip.

You can also right-click a ticket in the list and choose Add label or Remove label, or tag many at once from the bulk bar. See Bulk actions. Labelling a conversation needs permission to edit tickets, which every agent has.

Labels are also added for you in places you set up: a macro step, an automation rule, an SLA escalation step, or the label you attach to auto-resolved conversations.

Find conversations by label

Open the filters panel above the list and select a label chip under Label, or add a Label condition in an advanced filter. See Search and filter conversations. The Labels report shows volume and speed per label; a conversation with several labels counts under each. See Agent, team, queue and label reports.

Manage the label list

Creating, editing and deleting labels is organisation-wide configuration. The Labels tab shows for anyone who can view labels, which includes every agent. Creating, editing and deleting labels needs permission to manage labels.

1. Open Inbox, then Settings, then the Labels tab.

2. Select New label.

3. Enter a Name, choose a Color, and optionally add a Description.

4. Save.

Each row shows how many conversations carry the label ("{count} tagged"). Select a row's edit button to rename it or change its colour; the change appears on every conversation that carries it.

Deleting a label untags everything

Deleting a label removes it from every conversation and ticket that carries it. The confirmation tells you how many, for example "It will be removed from 42 conversations and tickets." This can't be undone, so rename a label rather than delete it when you only want to change its name.

Routing labels

A queue can say that certain labels route to it. When an AI agent hands a conversation over and names a label that is a routing label, the ticket lands in that queue. A label can route to one queue only. You set this on the queue's page, under Routing labels. Labels that aren't routing labels don't change where a handover goes. See Queues and routing.

Tips

• Keep the list short. A label nobody remembers is a label nobody uses.
• Choose colours that read in both light and dark mode.
• Agree on names with your team before you create them, because deleting is destructive.

Automation rulesLabel conversations automatically by keyword or channel.Agent, team, queue and label reportsSee how each label performs.