Labels

Labels are how you bring order to a busy inbox. Define a set of colour-coded tags here — each with a display name and hex colour — then apply them to conversations so your entire team can see at a glance what each chat is about. Use labels to filter the inbox, route conversations to the right agent, identify patterns in customer enquiries, and generate reports on what topics drive the most volume. A well-designed label system turns a chaotic inbox into an organized, data-driven support operation.

How Labels Drive Inbox Organization

Admin

Define Label

Create a label with a specific display name and hex colour.

Agent

Apply Label

Agent reviews and tags the chat (e.g. Urgent, Sales).

System

Conversation Arrives

Customer starts a new chat in the shared inbox.

Manager

Filter & Report

Use labels to route chats or analyze contact patterns.

Admin

Define Label

Create a label with a specific display name and hex colour.

System

Conversation Arrives

Customer starts a new chat in the shared inbox.

Agent

Apply Label

Agent reviews and tags the chat (e.g. Urgent, Sales).

Manager

Filter & Report

Use labels to route chats or analyze contact patterns.

What you can do here

Create a label — give it a display name and a hex colour.
Build your taxonomy — a consistent set of labels (e.g. Sales, Support, Refund) that the whole team uses.
Reuse everywhere — labels created here are available to apply inside Conversations.
Filter and analyze — generate reports on what topics drive the most volume based on labels.

Custom Colors

Assign specific hex colors to labels for visual priority.

Taxonomy Building

Build a consistent set of categories for your whole team.

Inbox Filtering

Filter conversations by label to focus on specific topics.

Topic Reporting

Analyze which categories drive the most support volume.

How to set up labels

How to organize with labels

Step 1

Create Label

Choose New label, enter a clear display name, and pick a distinct hex colour.

Step 2

Build Taxonomy

Repeat the process to create the core 5 categories your team actually needs.

Step 3

Apply & Filter

Switch to Conversations, apply labels to active chats, and use filters to manage your queue.

Step 1

Create Label

Choose New label, enter a clear display name, and pick a distinct hex colour.

Step 2

Build Taxonomy

Repeat the process to create the core 5 categories your team actually needs.

Step 3

Apply & Filter

Switch to Conversations, apply labels to active chats, and use filters to manage your queue.

Tip: Keep the label set small and meaningful. A dozen overlapping labels get applied inconsistently; five clear ones get used every time and make your reports trustworthy.

Making the Most of Labels

Labels are only useful if your team actually uses them consistently. Research shows 5 well-defined labels get used consistently by a team. 15 overlapping labels create confusion — agents spend time deciding which label to apply instead of helping the customer.

Optimal number of well-defined labels for consistent use

15+

Too many labels cause confusion and inconsistent data

100%

Focus when filtering inbox by assigned category

How top teams structure labels

Playbook: Label Structures That Work

Small Teams

Basic Flat Structure

Sales, Support, Billing, Feedback, Urgent — simple, no overlap, and quick for anyone to apply.

Growing Teams

Hierarchical System

Use formats like Payments → Refund or Deliveries → Tracking to track both category and specific issue.

Data-Driven

Operational Matrix

Combine priority (VIP), topic (Billing), and urgency (Urgent) for powerful filtering and reporting.

Real results

Inbox Clarity with Label Systems

Categorization Accuracy

InconsistentHigh

Time to Assign Chats

SlowInstant visual routing

Service businesses proactively reducing queries via labeled FAQs and data-driven improvement

Conversations — apply and filter by your labels.
Team — agree the taxonomy with your agents.

Labels

How Labels Drive Inbox Organization

Admin

Define Label

Create a label with a specific display name and hex colour.

Agent

Apply Label

Agent reviews and tags the chat (e.g. Urgent, Sales).

System

Conversation Arrives

Customer starts a new chat in the shared inbox.

Manager

Filter & Report

Use labels to route chats or analyze contact patterns.

Admin

Define Label

Create a label with a specific display name and hex colour.

System

Conversation Arrives

Customer starts a new chat in the shared inbox.

Agent

Apply Label

Agent reviews and tags the chat (e.g. Urgent, Sales).

Manager

Filter & Report

Use labels to route chats or analyze contact patterns.

What you can do here

Create a label — give it a display name and a hex colour.

Build your taxonomy — a consistent set of labels (e.g. Sales, Support, Refund) that the whole team uses.

Reuse everywhere — labels created here are available to apply inside Conversations.

Filter and analyze — generate reports on what topics drive the most volume based on labels.

Custom Colors

Assign specific hex colors to labels for visual priority.

Taxonomy Building

Build a consistent set of categories for your whole team.

Inbox Filtering

Filter conversations by label to focus on specific topics.

Topic Reporting

Analyze which categories drive the most support volume.

How to set up labels

How to organize with labels

Step 1

Create Label

Choose New label, enter a clear display name, and pick a distinct hex colour.

Step 2

Build Taxonomy

Repeat the process to create the core 5 categories your team actually needs.

Step 3

Apply & Filter

Switch to Conversations, apply labels to active chats, and use filters to manage your queue.

Step 1

Create Label

Choose New label, enter a clear display name, and pick a distinct hex colour.

Step 2

Build Taxonomy

Repeat the process to create the core 5 categories your team actually needs.

Step 3

Apply & Filter

Switch to Conversations, apply labels to active chats, and use filters to manage your queue.

Tip: Keep the label set small and meaningful. A dozen overlapping labels get applied inconsistently; five clear ones get used every time and make your reports trustworthy.

Making the Most of Labels

Optimal number of well-defined labels for consistent use

15+

Too many labels cause confusion and inconsistent data

100%

Focus when filtering inbox by assigned category

Playbook: Label Structures That Work

Small Teams

Basic Flat Structure

Sales, Support, Billing, Feedback, Urgent — simple, no overlap, and quick for anyone to apply.

Growing Teams

Hierarchical System

Use formats like Payments → Refund or Deliveries → Tracking to track both category and specific issue.

Data-Driven

Operational Matrix

Combine priority (VIP), topic (Billing), and urgency (Urgent) for powerful filtering and reporting.

Inbox Clarity with Label Systems

Categorization Accuracy

InconsistentHigh

Time to Assign Chats

SlowInstant visual routing

Service businesses proactively reducing queries via labeled FAQs and data-driven improvement

How Labels Drive Inbox Organization

Define Label

Apply Label

Conversation Arrives

Filter & Report

Define Label

Conversation Arrives

Apply Label

Filter & Report

Custom Colors

Taxonomy Building

Inbox Filtering

Topic Reporting

How to organize with labels

Create Label

Build Taxonomy

Apply & Filter

Create Label

Build Taxonomy

Apply & Filter

Playbook: Label Structures That Work

Basic Flat Structure

Hierarchical System

Operational Matrix

Inbox Clarity with Label Systems

Continue Learning

API Management

Bot Escalations

Excluded Numbers

How Labels Drive Inbox Organization

Define Label

Apply Label

Conversation Arrives

Filter & Report

Define Label

Conversation Arrives

Apply Label

Filter & Report

Custom Colors

Taxonomy Building

Inbox Filtering

Topic Reporting

How to organize with labels

Create Label

Build Taxonomy

Apply & Filter

Create Label

Build Taxonomy

Apply & Filter

Playbook: Label Structures That Work

Basic Flat Structure

Hierarchical System

Operational Matrix

Inbox Clarity with Label Systems