Labels

A label is a short word you put on a conversation so its type is clear at a glance, such as "refund", "complaint" or "new-order". Labels group similar conversations, filter the list, and let reports count how many of each kind you received.

Create a label

You need the Administrator role for this.

1. Open Settings, then Labels.
2. Select Add label.
3. Enter the Label Name (1). It takes at least two characters, Arabic or English, plus digits, - and _, and no spaces. Use - instead of a space, as in new-order.
4. Add a Description if you like, so your team knows when to use it.
5. Pick a Color (2).
6. Leave Show label on sidebar (3) on if you want it listed under Labels in the conversations section.
7. Select Create.

Note: English letters in a label name are saved in lower case, so VIP becomes vip.

Label a conversation

1. Open the conversation, then open the details panel beside the messages.
2. Under Conversation Labels, select Add Labels (1).
3. Search for the label and pick it. You can pick more than one.

Quicker ways:

• Right-click the conversation in the list and choose Assign label.
• Tick several conversations in the list, then choose Assign labels in the bar that appears. The same bar has Remove labels.
• Let an automation rule or a macro add the label for you.

To remove a label from a conversation, select the close mark next to it under Conversation Labels.

See conversations by label

• From the sidebar: under Conversations, open Labels and pick the label.
• From Filter conversations: choose the Labels condition and the label, and save it as a folder if you come back to it often. Details in Working with conversations.

Edit or delete a label

In Settings, then Labels, select the Edit button next to a label to change its name, description or colour, or the Delete button to remove it. Deleting a label does not delete the conversations that carry it.