Labels

Who it is for: everyone

Labels are used to classify and organize conversations.

Create labels

Go to Settings > Labels and create labels with a descriptive name and a color.

Assign labels

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Step:In an Inbox conversation, tap the label icon in the header.

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Step:Pick one or more labels. They show on the conversation card.

Automatic labels by AI

An AI agent can add a label by itself when an event happens: when the conversation starts, when it closes, when it escalates to a person or when it is transferred to another AI agent. For example, tag "Resolved by AI" on close. It is configured in the agent, under Automatic labels.

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Tip:Automatic labels let you filter and report later without touching anything by hand.

Filter by labels

In the Inbox, use the label filter to see only conversations with a given label.