Labels and triage

Labels

A label is a coloured tag on a conversation — Billing, Bug, Follow up. Manage them at Settings → Labels; apply one from any chat transcript.

Each label has a name (up to 40 characters), a colour, and an optional description saying what it’s for. A workspace can hold up to 60. The text colour is worked out from the background you pick, so a label is always readable — you choose a colour you like, not one that happens to contrast.

Two different permissions are involved, on purpose:

• Creating and deleting labels needs workspace-admin rights. Deciding what your taxonomy is is a settings decision.
• Applying one to a conversation needs only the ability to reply to chats. An operator can triage the queue without being able to invent new categories.

Once a conversation is labelled you can filter the chat list down to it — every label on the list links straight to its own filtered view.

Removing a label doesn’t lose anything. The label disappears from your list and from the conversations carrying it, but which conversations were tagged is kept. If you remove one by mistake, restoring it brings the history back with it. The name frees up again immediately, so you can reuse it.

Automatic labelling

A label can carry a rule — a sentence describing the conversations that belong under it:

The visitor is asking about an invoice, a charge, a refund, a subscription, a plan change, or any other money question.

That one rule covers most billing questions — someone who says they were billed twice, or asks about billing, a payment that failed, or an unexpected charge.

Turn on Apply this automatically and every conversation gets checked against that rule. Rules are written at Settings → Classifiers, which is also where you can see every automatic decision your workspace makes and what each one is for.

Labelling happens twice:

• While the conversation is open, after each message the visitor sends. “Is this about billing?” is answerable from the first line, so you don’t wait for the chat to finish to see it in your queue.
• Again when the conversation ends, as part of the fuller review.

A label is applied when the answer is a confident yes. Up to 12 labels can have automatic rules at once; if you have more than that, the first twelve in your ordering are the ones asked about, and the page tells you so rather than silently dropping the rest.

Two rules worth knowing

A label you remove stays removed. If the automatic pass files a conversation under Billing and you take it off, it won’t come back — not on the next message, not when the chat ends. The system changing its mind is not a reason to undo your filing.

Nothing is ever removed automatically. Automatic labelling only ever adds. Taking a label off is always a person’s decision.

On a transcript, a label applied automatically is marked with ✨ so you can tell at a glance what was filed for you and what a colleague filed by hand.

Starting from the preset set

New workspaces arrive with five labels already written and switched on — Billing, Bug, Feature, Sales and Follow up — so triage works before you configure anything. Rename them, recolour them, rewrite their rules, or delete the ones that don’t fit.

If your workspace predates this and your Labels page is empty, there’s an Add these starter labels button that seeds the same set.

Private notes

Under the reply box on any conversation there’s a second composer with a padlock on it. Anything written there is a note: it appears inline in the transcript, in order, for your team — and the visitor never sees it, in the widget or anywhere else.

Notes stay available after a conversation has ended, which is usually when you want one. “Refunded by hand, escalated to billing, don’t re-charge” is written after the fact, not during.

Writing a note doesn’t move the conversation in your inbox and doesn’t notify the visitor. Your teammates are notified.