Labels

Labels let you categorize and organize your conversations. They appear as color-coded badges on conversations in the Inbox.

Creating Labels

Go to Settings (gear icon) → Workspace settings and navigate to the Labels page. Click "Create Label" to add a new label:

• Name — the label name (e.g. "Urgent", "Refund", "VIP")
• Color — pick from 11 preset colors (blue, cyan, green, lime, amber, orange, red, purple, pink, gray, dark gray)
• Channels — optionally restrict to specific channels (comma-separated). Leave empty to use on all channels.
• Sort order — the display order of the label

Click "Save changes" to create the label.

Managing Labels

Your labels are listed with drag handles for reordering. Each label shows:

• Color swatch and name
• Number of conversations using this label
• Channel info (if restricted)

Actions per label:

• Edit (pencil icon) — update name, color, channels, or sort order
• Archive (archive icon) — archived labels don't show when assigning labels to conversations
• Delete (trash icon) — permanently remove the label

Archived labels appear in a separate "Archived Labels" section where they can be restored.

Using Labels in the Inbox

In a conversation, click the label selector in the chat header to add or remove labels. You can also filter conversations by label in the Inbox filter sidebar under the "Labels" section. For more on conversation management, see Inbox Navigation and Filters.

Closing Notes

Closing notes document why a conversation was closed. They help maintain quality and provide context for future interactions.

Configuring Closing Notes

Go to Settings (gear icon) → Workspace settings and navigate to the Closing Notes page. Configure these policies:

• Closing note required — toggle to force agents to write a note before closing a conversation
• Reopen note required — toggle to force agents to write a note when reopening a conversation
• Minimum length — set the minimum number of characters for a valid note (default: 5)

Default Template

Set a pre-filled template that agents can customize when closing a conversation. The default template is:

Issue resolved. Summary: {{summary}} | Next steps: {{next_steps}}

Supports placeholders like {{summary}} and {{next_steps}} that agents fill in.

Click "Save settings" to apply your configuration.