Labels
Coloured tags that describe a contact, visible everywhere they appear.
A label is a coloured tag on a contact. Unlike groups, labels show up wherever the contact appears — including on every row in the Inbox.
Creating Labels
Create a label with a name and a colour. The colour is what makes labels useful at a glance — an agent scanning the Inbox reads colour long before they read text.
Pick colours with meaning and stick to it:
| Colour | Convention |
|---|---|
| Red | Needs attention — Complaint, At risk |
| Amber | In progress — Refund pending |
| Green | Positive — VIP, Advocate |
| Grey | Neutral classification — Wholesale |
Applying Labels
| From | How |
|---|---|
| Contacts list | Select contacts → Apply Label |
| Contact record | Add labels directly |
| Inbox | Ticket Details panel → Labels |
| Automation | The Attach Label action |
Automation is where labels earn their keep. A rule that labels every refund enquiry costs nothing and makes "how many refund requests last month?" a question you can answer.
Where Labels Show Up
- On every conversation row in the Inbox
- In the Ticket Details panel
- In the contacts list
- As a filter in contacts, the Inbox and campaigns
Labels vs Lifecycle Stages
| Labels | Lifecycle stages | |
|---|---|---|
| How many | Many per contact | Exactly one |
| Describe | Traits, states, categories | Position in your funnel |
| Change | Freely, in any direction | Progressively through the journey |
Someone can be VIP and Refund pending at once. They cannot be both Lead and Customer.
Keeping Labels Useful
Label sprawl is the standard failure. Once there are forty labels, nobody knows which to use and the colours stop meaning anything.
- Agree the list before rolling it out, and keep it short
- Review quarterly and delete labels nobody applies
- Use consistent wording — VIP, not vip and V.I.P.
- Automate the ones that can be automated; humans forget