Labels
| Item | Details |
|—|—|
| Who it is for | Administrators maintain; agents apply labels on conversations / contacts |
| Menu location | Settings → Labels; Conversations / Contacts sidebars also list labels marked “Show in sidebar” |
| Plan dependency | Usually on by default |
Labels are coloured keywords for classifying conversations and contacts — used in filters, automation and reports.
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1. Creating a label
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Settings → Labels → Add.
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Enter name, colour and description.
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Optionally tick Show in sidebar for one-click filtering.
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If automation or macros reference the name, check those rules after renaming.
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2. Usage
– Pick labels from the conversation title bar or sidebar; multi-select is allowed.
– Contact detail pages can take labels too.
– Automation, macros and Captain scenarios can “add / remove label”.
Agree a controlled vocabulary, for example refund, bug, VIP, awaiting-finance, so synonyms do not split your reports.
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3. Reports
Reports → Labels shows volume by label. Cleaner tagging makes reports more useful.
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4. Frequently asked questions
If I delete a label, do conversations remain? Yes — only the label is gone.
Label missing from the sidebar? “Show in sidebar” is off, or no conversation uses it yet (you can still open it from Settings).
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Related articles
– [Automation]
– [Reports]