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Labels are tags your team applies to conversations so they can be grouped, filtered, and found again later. Labels are configured per inbox, so each inbox carries its own set. A label can be applied by hand, or applied automatically by a rule you define when you create it. Labels are stored on the contact rather than on a single conversation. If the same contact has more than one conversation, the label appears with that contact across all of them.

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Adding a label

  1. Open the Labels tab for the inbox
  2. Add a new label
  3. Choose an emoji and enter a Label Name, for example Big ticket customer. The emoji is what your team scans for in a busy list, so pick something distinct
  4. Leave Auto-label with a rule off if you want the label applied by hand, or turn it on to define conditions
  5. Select Create label

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What to expect after creating a label

Creating a label does not apply it to anything on its own. It is never applied to every conversation in the inbox.
  • With Auto-label with a rule off, the label becomes available for manual assignment from the Labels section in the contact sidebar.
  • With Auto-label with a rule on, the label is assigned only when the reservation conditions you configured match.
Keep the list short and the names plain. Labels earn their keep when everyone applies them the same way, and a long list makes that far less likely.

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Auto-label with a rule

Turning on Auto-label with a rule adds a Conditions section, where you describe when the label should be applied. The label is then applied for you whenever the conditions match, instead of waiting for someone to remember.
Rules are evaluated when reservation data is created or updated. Creating a rule does not immediately bulk-label every conversation already in the inbox, so expect the label to start appearing as new reservation data arrives or existing reservations change.

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Building a condition

Each condition sits inside a When block and is made of three parts, read left to right: The controls on the When block let you build the rule out:
  • The plus icon on the block adds another condition to that same block
  • The trash icon deletes the whole block
  • The plus button below the block adds another When block
Which fields are available in the dropdown, which operators each field offers, and how multiple blocks combine all depend on the inbox and its contact type. Build the rule in your own workspace and confirm it matches the conversations you expect before relying on it.

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Getting a rule right

Start narrower than you think you need. A rule that under-labels is easy to spot and widen, whereas one that labels too much quietly makes the label useless for filtering, and nobody notices until they stop trusting it. Check the rule against conversations already in the inbox before you leave it running, and keep an eye on it for the first few days. Bear in mind that existing conversations are not relabelled retroactively, so judge the rule by what it does to reservation data going forward.

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Frequently asked questions

No. Creating a label under Settings → Inbox does not apply it to anything on its own. With auto-label off, it simply becomes available for manual assignment. With auto-label on, it is assigned only when the configured reservation conditions match.
From the Labels section in the contact sidebar. The picker only offers labels configured for the contact’s current inbox.
The contact. If the same contact has multiple conversations, the label appears with that contact across all of them rather than sitting on one conversation.
No. Labels are inbox-scoped, so a label you create on one inbox does not appear on another. Because the manual picker only offers labels configured for the contact’s current inbox, a label from one inbox cannot normally be selected by hand in another. Create an equivalent label under the other inbox if you need it there, including its rule.
Not right away. Rules are evaluated when reservation data is created or updated, so a newly created rule does not sweep back through conversations that already exist. Labels appear as matching reservation data comes in or changes.
A rule decides when the label goes on by itself. Your team can still work with labels on a contact directly, so treat the rule as the baseline rather than the only way the label ever gets used.
The label stops being available for new assignment and its rule stops applying. It also disappears from contacts and conversations that already carried it. Recreating a label with the same name creates a new label and does not restore the old assignments.