Labels

Labels are tags — "VIP Customer", "Billing Issue", "Needs Follow-up". Filter by them, build segments from them, and let your AI agent apply them automatically.

Opening the Labels page

Go to Settings → Presets → Labels. You'll see every label with its name, color, and whether AI can auto-apply it.

Creating labels

1. Click Create label.
2. Fill in:
   • Name — Keep it short and clear ("Bug", "VIP", "Sales Lead"). 3–48 characters and unique within your workspace.
   • Description — Explain when to use the label. 32–256 characters. AI reads this to decide when to apply the label, so be specific.
   • Color — Pick one that helps you spot it quickly.
   • AI Extraction — Turn on to let AI apply this label automatically.
3. Save.

The label is now available everywhere — inbox, contacts, segments, reports.

AI-powered labeling

Turn on AI Extraction, write a clear description, and the AI tags matching conversations automatically.

For example, a "Refund Request" label with the description "Apply when the customer is asking for a refund or to return a product" prompts the AI to tag those conversations for you.

The clearer the description, the better the tagging.

Editing and deleting

Edit: Click the edit button, make your changes, and save.

Delete: Check the boxes next to labels you want to remove, then click delete. The conversations stay — they just lose the label.