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🏷️ Labels (Tags)

Organize conversations and contacts using colorful and custom labels.

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📋 What are Labels?

Labels (or Tags) are tags you apply to:
  • 💬 Conversations: Categorize support
  • 👥 Contacts: Segment customers
Visual example: 
Conversation #1234
├─ 🟢 #sales
├─ 🔴 #urgent
└─ 🟡 #product-a

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✨ What Are They For?

Organization

Categorize by type, product, priority

Filters

Find conversations quickly

Reports

Metrics by label

Automation

Trigger automations based on labels

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🆕 Create Label

  1. “Settings” → “Labels”
  2. “New Label”
  3. Fill:
    • Name: “sales”
    • Description: “Sales conversations”
    • Color: 🟢 Green
  4. Save

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🎨 Label Categories

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By Support Type

🟢 #sales - Sales opportunities
🔵 #support - Technical problems
🟡 #financial - Billing and payments
🟣 #question - General questions

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By Priority

🔴 #urgent - Needs immediate attention
🟠 #high - Important, resolve today
🟡 #medium - Resolve this week
🟢 #low - No rush

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By Product/Service

💎 #product-premium
📦 #product-basic
⭐ #service-consulting
🛠️ #service-maintenance

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🔖 Apply Labels

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To Conversations

Manually:
  1. Open conversation
  2. Click “Labels” in side panel
  3. Select label(s)
  4. Applied instantly
By Shortcut: 
Type: #sales
System suggests labels
Press Enter
Multiple labels: 
Conversation can have several:
├─ #sales
├─ #urgent  
└─ #product-a

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🔍 Filter by Labels

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In Conversation List

Filters:
├─ Status: Open
├─ Label: #sales
└─ Inbox: WhatsApp

Result: 15 conversations

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🤖 Automations with Labels

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Apply Label Automatically

Rule 1: By Keyword 
IF message contains "buy" or "price"
THEN add label #sales
Rule 2: By Inbox 
IF conversation from inbox "WhatsApp Support"
THEN add label #support

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Actions Based on Label

Rule 1: Prioritize Urgent 
IF label = #urgent
THEN assign to senior agent
AND notify manager
Rule 2: Route by Type 
IF label = #support
THEN assign to Support Team

IF label = #sales
THEN assign to Sales Team

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💡 Best Practices

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Naming

✅ Lowercase: #sales not #Sales
✅ No spaces: #high-priority not #high priority
✅ Descriptive: #technical-support not #ts
✅ Consistency: Define standard and follow

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Organization

✅ Limit quantity: 15-30 labels ideal
✅ Clear categories: Type, priority, product
✅ Logical colors: Red=urgent, Green=ok
✅ Documentation: Official list of labels

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Usage

✅ Train team: Everyone uses same way
✅ Review periodically: Labels still make sense?
✅ Remove unused: Labels not used >3 months

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🚀 Next Steps

Automations

Automate label application

Reports

Analyze by label