Create and configure a label
1
Open Labels
Open an agent’s Inbox, then select Labels in the toolbar. You can also open a conversation and select its label control.
2
Create the label
Select Create label. Enter a short, unique Name, such as “Refund request,” then choose a Color.
3
Configure automatic labeling
To let the agent apply the label, turn on Auto-label by agent and describe When to apply. Use a clear situation, such as “Customer asks to return a delivered item or requests a refund,” instead of relying on a single keyword.
4
Add optional agent instructions
Under Agent instructions, describe how the agent should behave when the label is present. Leave this blank if the label is only for organizing the inbox.
5
Save and test
Select Save. Test with one conversation that matches the rule and one that does not. A matching conversation shows the colored label beside its name and in the conversation header.
Apply or remove a label manually
1
Open the conversation
In Inbox, select the conversation you want to organize.
2
Open the label picker
Select the label control in the conversation header.
3
Change the assigned labels
Select a label to apply it. Select an applied label again to remove it. The conversation updates with the selected label chips.
Filter and arrange labels
1
Choose labels to filter
Select Labels in the inbox toolbar, then select one or more labels.
2
Choose how multiple labels match
When two or more labels are selected, choose Match any to show conversations with at least one selected label, or Match all to show only conversations with every selected label.
3
Reorder labels
Drag labels in the Labels menu into the preferred order. The saved order is reused in the inbox.
4
Clear the filter
Select Clear all to return to the unfiltered conversation list.