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Labels are tags you stick on chats, contacts, and tickets. They help you sort work, find things fast, and decide who sees what.

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How it works

You create a label once and reuse it everywhere. One item can have many labels. For example, a chat can be “VIP”, “Renewal”, and “Mumbai” at once.

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Create a label

1

Open label settings

Go to your settings and open Labels.
2

Add a label

Give it a short name and pick a colour.
3

Save

The label is ready to use right away.
You can also create a label while applying one. Type a new name and add it.

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Apply a label

  1. Open a chat, contact, or ticket.
  2. In the side panel, find the option to add a label.
  3. Pick one or more labels.
To change or remove a label from the same place, click it.

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Filter by label

Open the filters on your chat list and choose a label. You then see only chats with that label. This is handy for follow-up lists, such as everyone waiting on a quote.

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Manage labels

In the label settings, you can rename, recolour, or delete a label.

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Other uses

  • Access: Give a team member access to chats by label. See team access and roles.
  • Bulk changes: Select many chats and add or remove a label together. See bulk actions.
Keep your list short. Ten clear labels work better than fifty overlapping ones. Review them every few months.