Labels vs. Tags
Labels
Applied to individual conversations to track status — for example "Resolved", "Awaiting reply", or "Escalated". A conversation can have one label at a time.
Tags
Applied to contacts to describe who they are — such as "VIP", "Wholesale", or "New lead". A contact can carry multiple tags and they persist across conversations.
Adding a Label to a Conversation
Open any conversation in your inbox. Click the label icon near the top, pick an existing label, or create a new one on the spot. The label appears on the conversation card so the whole team sees its status at a glance.
- Use labels to sort your inbox by status
- Update the label as a conversation moves between stages
- Filter the inbox by any label to focus on one group
Managing Tags on Contacts
Open a contact's profile and add or remove tags freely. Tags help you segment your audience for campaigns and power your assignment rules — for example, routing every "VIP" contact to a dedicated support group. You can also create new tags directly from the contact profile.
Finding What You Need
Use the search and filter bar at the top of the inbox to view a single label, or combine a label with a tag to build a precise view:
- Search by label, tag, contact name, or phone number
- Archive resolved conversations to keep the active inbox clean
Tip
Keep your tag list short and consistent. Clear, well-named tags make filtering fast and keep your assignment rules reliable as your team grows.