Skip to main content
Labels help your team categorize conversations by topic, issue, or follow-up need. A conversation can have multiple labels.

​
Create and manage labels

  1. Open your chatbot or AI Agent.
  2. Go to Settings > Labels.
  3. Click New label.
  4. Add a name, optional description, and color, then save.
Use the description to explain when the label should be applied. Clear descriptions help the AI choose the right label during handoff.

​
Add labels to a conversation

Open a conversation and select Labels under Chat Information. Choose one or more labels, or create a new label from the dropdown.

​
Filter conversations by label

Open the filter drawer on the Conversations page and select one or more labels. Conversations matching any selected label will be shown.

​
Automatically apply labels during handoff

In the Human Handoff settings, enable Auto-select labels. The AI will apply matching labels when handing off a conversation. If no existing label is suitable, the AI may suggest a new one. You can review and create suggested labels directly from the conversation.