Support Portal provides a label system for classifying conversations. Labels allow your team to tag conversations by topic, urgency, department, or any operational category relevant to your organization.
Operational objective
Labels serve three primary functions:
- Classification — Group conversations by type, topic, or business process so they can be identified at a glance.
- Filtering and routing — Labels appear in the sidebar and can be used as filter criteria, enabling agents to focus on specific conversation subsets. They also serve as conditions and actions in automation rules.
- Reporting — Label-based reports provide insight into conversation volume and resolution performance by category, helping identify process gaps or training needs.
Labels are defined at the workspace level and are available to all teams and agents.
Creating a label
Navigate to Settings > Labels and select Add Label.
Complete the following fields:
| Field | Description |
|---|---|
| Label Name | A short identifier for the category. Only letters, numbers, hyphens, and underscores are allowed. |
| Description | A brief explanation of what the label represents. This helps other team members apply labels consistently. |
| Color | A color for visual distinction in the conversation list and sidebar. |
| Show on sidebar | When enabled, the label appears in the left sidebar for one-click filtering. |
Select Create to save the label. The label immediately becomes available in the conversation sidebar, the automation rule builder, and report filters.
Recommended naming conventions
Use names that reflect operational categories rather than ad-hoc descriptions. Examples:
| Label | Purpose |
|---|---|
escalation-required |
Conversations requiring supervisor review |
regulatory-inquiry |
Requests related to compliance or regulatory matters |
billing-dispute |
Payment or invoice-related issues |
sla-breach |
Conversations that exceeded SLA thresholds |
onboarding |
New customer setup and configuration questions |
Consistent naming improves the reliability of automation rules and label-based reports.
Editing a label
Navigate to Settings > Labels, locate the label, and select the edit icon. Modify the name, description, color, or sidebar visibility as needed, then select Edit to save changes.
Renaming a label updates it across all conversations where it is currently applied.
Deleting a label
Navigate to Settings > Labels, locate the label, and select the delete icon. Confirm the deletion.
Deleting a label removes it from all conversations. This action cannot be undone.
Using labels in conversations
To apply a label to a conversation, open the conversation and use the label selector in the side panel. Multiple labels can be assigned to a single conversation.
Labels assigned to conversations are visible in the conversation list, making it possible to scan and prioritize work without opening each conversation individually.
Labels in automation and reporting
Labels integrate with two other platform capabilities:
- Automation rules — Labels can be used as conditions (e.g., "if label equals
escalation-required") and as actions (e.g., "add labelsla-breach"). This enables automated classification based on conversation properties. See Automation. - Reports — The Labels report provides metrics such as conversation volume, first response time, and resolution time grouped by label. Use this to measure operational performance across categories. See Reports.