Labels

Labels categorize conversations and contacts so you can filter, segment, and report on them more easily.

Configure them once in Organization Settings, then reuse them across Inbox, Contacts, Segments, and Insights.

Open the Labels page

1. Go to Settings → Organization → Labels.
2. You'll see a table with:
   • Name – Label name.
   • Description – When and how the label should be used.
   • Color – Color swatch and hex value.
   • AI Extraction – Whether AI can auto‑apply this label.
   • Created – When the label was created.
   • Actions – Edit button for each label.
3. Use the checkboxes on the left to select labels for bulk actions (delete).

Create a label

1. Open Settings → Organization → Labels.
2. Click Create label.
3. In the drawer:
   • Name:
     • Short, clear name (for example: "Bug", "Billing", "VIP Customer").
     • Must be at least 3 characters (up to 48).
   • Description:
     • Describe when this label should be applied.
     • Must be at least 32 characters (up to 256).
     • The AI agent uses this text to decide when to auto‑apply the label.
   • Color:
     • Pick a color using the color picker or enter a hex code.
     • This color is shown anywhere the label appears.
   • AI Extraction:
     • Turn on if you want AI to automatically apply this label based on the description.
     • Turn off if you want the label to be applied only manually.
4. Click Save.

The new label appears in the Labels table and becomes available throughout the app.

Update a label

1. Click Edit in the Actions column.
2. In the edit drawer, change any of:
   • Name
   • Description
   • Color
   • AI Extraction
3. Click Save changes.

Changes apply everywhere the label is used going forward. Conversation history stays intact, but labels display with the updated name and color.

Delete labels

1. In Settings → Organization → Labels, select one or more labels using the checkboxes.
2. When at least one label is selected, an action bar appears at the bottom.
3. Click Delete.
4. Confirm the deletion when prompted.

After deletion:

• The labels are removed from your workspace and no longer available to apply.
• Conversations and contacts are not deleted; they simply stop showing those labels.