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Standardize conversation labels

Labels help teams classify conversations consistently for triage, reporting, and automation.

Open directly: Open Labels

Create your label taxonomy​

Before adding labels, define a simple naming system your team can follow.

Good examples:

  • billing
  • refund_request
  • vip
  • bug_report

Add a label​

  1. Open the Labels page.
  2. Select Add label.
  3. Enter a label name and short description.
  4. Pick a color that is easy to distinguish.
  5. Save and start applying the label in conversations.

Keep labels useful over time​

  • Avoid duplicate meanings across multiple labels.
  • Merge or remove labels that are rarely used.
  • Keep names short and consistent.
  • Review top labels monthly with support leads.

Note: A smaller, well-governed label set is easier to search, report on, and automate.

Labels settings table and add dialog