Quick setup checklist
Use labels consistently to improve triage, reporting, and exports.
Step-by-Step Process
- Go to the Messages tab.
- Click the menu icon (☰) in the top-right corner.
- Select New Label.
- Enter a label name, then save.
Once created, the label becomes available immediately.
[CAPTURE: Messages tab with the menu icon (☰) open and “New Label” visible.]
After a label is created:
- it appears next to the message it is applied to
- multiple messages can share the same label
- labels help visually distinguish messages by topic, intent, or outcome
[CAPTURE: Message thread showing one or more messages with labels applied.]
You can also apply labels automatically inside workflows using a Label Message action.
Common use cases include:
- categorizing feedback (e.g., complaint, praise)
- tagging opt-in or opt-out responses
- marking messages that require follow-up
[CAPTURE: Flow editor showing a “Label Message” action.]
Message labels help you:
- organize large volumes of messages
- speed up review and quality control
- improve reporting and analysis
- add context to exported message data
Common Issues & Quick Fixes
Problem: I don’t see the label option.
Possible cause: You are not in the Messages tab, or the label has not been created yet.
Fix: Create the label first from Messages → ☰ → New Label, then apply it.
Problem: Labels don’t appear in exports.
Possible cause: The export type selected does not include message metadata.
Fix: Ensure you are exporting messages, not only contacts or runs.
Problem: Labels are inconsistent.
Possible cause: Labels were applied manually without a standard naming convention.
Fix: Define clear label names and use flows to apply labels automatically where possible.