Assignment and Labels

Organize conversations by assigning them to team members and tagging them with labels.

Assigning Conversations

Assignments determine who is responsible for each conversation.

Manual Assignment

In an open conversation:

1. Click the Assign button (or Assign to Me if you want to claim it)
2. A dropdown appears showing available agents
3. Click an agent's name to assign the conversation to them
4. The agent receives a notification and the conversation moves to their Mine view

Auto-Assignment

Admins can enable auto-assignment when connecting a channel:

1. Go to Channels → Connection Hub
2. Click Manage on a connection
3. Under "Agent Assignment", select a strategy:
   • Least Loaded — Assign to the agent with fewest open conversations
   • Round Robin — Rotate through agents evenly
4. Select which agents are available for auto-assignment
5. Save

When auto-assignment is on, new incoming conversations are automatically routed to available agents.

Unassigning

Click Assign → Unassigned to remove the assignment. The conversation moves to the Unassigned view for any agent to claim.

Conversation Labels

Labels help categorize conversations by topic, priority, or status.

Creating Labels

1. Go to Workspace → Labels
2. Click New Label
3. Enter:
   • Name — What the label represents (e.g., "High Priority", "Refund Request")
   • Color — A visual color (for quick identification)
   • Description (optional) — What this label is for
4. Click Create

Applying Labels

In an open conversation:

1. Click the Labels button
2. A dropdown shows all available labels
3. Click one or more labels to apply them (multi-select)
4. Click outside to confirm

The selected labels appear as colored badges on the conversation card in your inbox.

Filtering by Labels

In the inbox list, click any label badge to filter conversations by that label. A conversation matches if it has any of the selected labels (OR logic).

Removing Labels

Click the Labels button in a conversation → click the label badge to toggle it off.

Label Management

Editing Labels

1. Go to Workspace → Labels
2. Click Edit on any label
3. Change the name, color, or description
4. Click Save

Existing conversations keep the label; the changes apply immediately.

Deleting Labels

1. Go to Workspace → Labels
2. Click Delete on a label
3. Choose what to do with conversations that have this label:
   • Remove the label — Delete the label; conversations keep all other labels
   • Delete conversations — Remove the label and archive all conversations with it
4. Confirm

Auto-Apply Rules (Starter Plan+)

On the Starter plan and above, you can automatically tag conversations. In Label Details, set rules like:

• "Auto-apply this label to conversations with these keywords"
• "Auto-apply based on customer location"
• "Auto-apply if customer messaged on this channel"

Rules apply when conversations are created. You can always add or remove labels manually later.

Resolving Conversations

Once you've handled a customer's issue:

1. Click Resolve in the conversation
2. The conversation moves to the Resolved status and leaves your active inbox
3. You can later search for it by conversation ID or customer name

Resolved conversations don't clutter your inbox but remain searchable for future reference.

Bulk Operations

On the Professional plan and above, you can apply actions to multiple conversations:

1. In the inbox list, select multiple conversations (checkbox or Ctrl+click)
2. A bulk action toolbar appears
3. You can:
   • Assign selected conversations to an agent
   • Apply labels to multiple conversations at once
   • Change status (resolve, archive, etc.)
   • Resolve multiple conversations

This is useful for processing a backlog of conversations.

Plan Limits on Labels

Your plan determines how many labels you can create:

If you reach your label limit:

• You can still use existing labels
• To create a new label, delete an old one first
• Upgrade your plan to increase the limit

Best Practices

1. Keep labels simple — Use 5-10 labels covering the most common conversation types (e.g., "Bug Report", "Sales", "Returns")
2. Use colors consistently — Red for urgent, green for resolved, blue for sales, etc.
3. Combine filters — Filter by channel + label to see, for example, all high-priority WhatsApp messages
4. Reassign if needed — If an agent is overloaded, reassign some conversations to another agent
5. Use auto-apply (Starter+) — Set up rules to automatically tag conversations based on content or channel
6. Resolve regularly — Keep your inbox focused by moving completed conversations to resolved

Supervisor Assignment

If you're a supervisor, you can:

• Assign conversations to any agent on your team
• Reassign conversations between team members
• View your team's assignments in Workspace → Team Members
• See team performance metrics (if your plan includes them)