Labels help your team filter conversations and can change how the agent handles a recognized situation.
Create a label
Open a conversation, select Labels, then choose Create label.
Enter a short unique name such as “Refund request,” “Wholesale lead,” or “Needs follow-up.”
Apply labels automatically
Enable Auto-label by agent and write a specific rule describing when the label applies.
Good rule:
Apply when the customer asks to return a delivered item or requests a refund.
Avoid keyword-only rules if the same word appears in unrelated conversations.
Optional agent instructions
Add label-specific instructions only when the agent should behave differently after the label applies, for example:
Ask for the order number, but do not promise approval. Forward the conversation after collecting it.
Manual use
Team members can add or remove labels from a conversation. Use the label filter to create a work queue for follow-up.
Deleting a label permanently removes it from every conversation. It does not delete the conversations themselves.
