Create and apply conversation labels

Tag conversations by topic, such as "Delivery" or "Refund", so your team can find related ones quickly.

Before you start

• Check you're in the right workspace.
• Decide on short label names. A label name can be up to 30 characters.

Open the feature

Choose Engage in the left sidebar. Click the settings icon at the top right and choose Labels. The Labels page opens.

Steps

1. Click Create New. The Create Label window opens.
2. Type a name in Label name and click Add.
3. To apply the label, go back to the inbox and click the Labels icon (the tag) on a conversation card.
4. Click the label you want, or type a new name and click Add "name" label. Then click Done.
5. To find labeled conversations, click the filter icon in the inbox, choose labels under Labeled and click Done.
6. To rename a label, go to the Labels page, click Edit next to it, change the name and click Save.

Apply inbox actions to several items

Select the intended inbox items using their checkboxes. Use the bulk Labels control to apply labels, or Mark as close / Mark as open to change their status. Check the selected items and active filters before applying the action. Closing or labeling an item does not send a reply.

Expected result

The label shows on the conversation card, and the Labels page shows how many times it's been used under Times Used.

Example

Click Create New, type "Delivery question" and click Add. In the inbox, click the Labels icon on a comment asking about shipping, click Delivery question and click Done. Later, filter by Labeled > Delivery question to see every shipping question.

Limits and permissions

• Deleting a label removes it from every conversation and from the filter list, and you can't use it again. To delete, click Delete next to the label and confirm with Delete.
• Deleting a label also removes it from any automation rule that uses it as an action. Only the account owner or a workspace admin can change automation rules, so let them know first.
• To delete several labels, tick them on the Labels page and click Delete Selected.
• In the inbox's Labels box, click Manage to jump to the Labels page.

Troubleshooting

• A labeled conversation is missing: check the accounts you've selected and the tab you're on, and clear other filters.
• You want to remove a label from one conversation: open its Labels box and remove the label there. Don't delete the label itself.
• Add or Save is greyed out: type a name first.