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Overview

Labels help you categorise and manage chats, contacts, and tickets. Apply multiple labels to any item, filter your inbox by label, and use labels to control which chats team members can access.

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Creating a Label

Labels are created from your organisation settings.
  1. Go to Settings from the left sidebar
  2. Under the Organisation section, click Labels
  3. Click Create Chat Label
  4. Enter a name and choose a colour
  5. Click Save Label
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You can also create labels on the fly — type a new label name anywhere labels are applied and click Create label.

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Applying Labels

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To a Chat

Open any chat and click Add label in the right-hand panel. You can apply multiple labels to the same chat. add-label

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To a Contact

Navigate to Contacts, select a contact, and click Add label on the right-hand panel. add-label-contacts

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To a Ticket

Navigate to Tickets, select a ticket, and click Add label on the right-hand panel. add-label-tickets

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Filtering by Label

Once labels are applied, use them to filter your inbox.
  1. Go to Chats
  2. Click the Filter icon at the top of the chat list
  3. Under Filter condition, select Labels
  4. Choose the label to filter by
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Filtering by label

Only chats with that label will appear — useful for focusing on a specific group like “VIP” or “Renewal”.

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Managing Labels

Go to Settings > Labels to view, rename, or delete any label. Click on a label to edit it. edit-label

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Using Labels with the Org Assistant

Instead of updating chats one by one, instruct the Org Assistant to act on all chats with a specific label at once. Example prompts: