Labels

A label tags a customer message with what it is about. Labels show which topics and features bring in the most questions.

Kinds of labels

• A topic label is a subject, such as "Billing".
• A feature label is a part of your product, such as "Webhooks v2". It has a Release date and is only applied to messages sent after that date.

Create a label

1. Go to Reports › Labels and click New label.
2. Choose Topic or Feature and enter a Name.
3. In What counts, describe which messages belong under the label.
4. Turn on Label automatically to have SI Desk apply it to new messages.
5. Click Create label.

Automatic labels

Automatic labeling needs an AI key in Settings › Business. SI Desk checks each new customer message against every label's What counts and applies the labels that fit.

Label by hand

In a conversation, use Add label on a customer message. To remove a label, click the remove button on it. A label you remove is never applied to that message again.

Reports

Reports › Labels shows how many messages each label has and its share of all messages. Click a label in the inbox sidebar to see its conversations.