Labels

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

They are configured once under Organization Settings and then reused across Inbox, Contacts, Segments, and Insights.

Accessing Labels

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).

Creating 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.

Updating a Label

You can update labels from the edit drawer:

• Edit full label details:
  1. Click Edit in the Actions column.
  2. In the edit drawer, you can change:
     • Name
     • Description
     • Color
     • AI Extraction
  3. Click Save changes.

Changes apply everywhere the label is used going forward; conversation history remains, but labels may appear with the updated name/color.

Deleting 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.