Labels
Create and manage labels to categorize conversations and contacts.
Labels help you organize conversations and contacts. Think of them like tags — "VIP Customer", "Billing Issue", "Needs Follow-up". You can filter by labels, create segments based on them, and even have AI apply them automatically.
Opening the Labels page
Go to Settings → Presets → Labels. You'll see all your labels with their names, colors, and whether AI can auto-apply them.
Creating labels
- Click Create label.
- Fill in:
- Name — Keep it short and clear ("Bug", "VIP", "Sales Lead"). Must be 3–48 characters and unique within your workspace.
- Description — Explain when to use this label. Must be 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.
- 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 automatically tags matching conversations.
For example, if your "Refund Request" label has a description like "Apply when the customer is asking for a refund or to return a product", the AI recognizes those conversations and tags them for you.
The better your description, the smarter 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 that label.