Labels

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.

Where to find them

Go to Settings → Presets → Labels. You'll see all your labels with their names, colors, and whether AI can auto-apply them.

Creating labels

1. Click Create label
2. 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 this label should be used. 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 this on if you want AI to apply this label automatically.
3. Save it.

That's it. The label is now available everywhere—inbox, contacts, segments, reports.

AI-powered labeling

Here's where it gets interesting. If you turn on AI Extraction and write a good description, the AI will automatically tag conversations that match.

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," your AI will recognize those conversations and tag them for you.

The better your description, the smarter the tagging.

Editing and deleting

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

Delete: Check the boxes next to labels you want to remove, then delete. The conversations won't be deleted—they just won't have that label anymore.