Managing labels

Labels are colour-coded tags you attach to conversations to categorise them — "refund", "sales lead", "bug", "VIP" — and then filter by. Manage them under Settings → Labels (requires the Manage labels permission).

Create a label

1. Open Settings → Labels and click Add.
2. Enter a name and pick a colour.
3. Save. The label is now available across all conversations.

Apply a label

In any conversation, open the label picker and select one or more labels. Applied labels show on the conversation and in the list, so the whole team sees the categorisation at a glance.

Filter by label

In the Conversations view, filter by label to focus on one type of work — for example, everything tagged "refund".

Tips

• Keep the set small and meaningful; too many labels are as good as none.
• Use colour consistently (e.g. red for urgent) so the list is scannable.
• Labels pair well with automation — a rule can add or remove a label automatically based on channel, keywords, or status.

Labels are part of a plan feature. If you don't see the page, tags aren't included in your current plan.