Label the right messages (and analyze faster)
If you just need the essentials, use this as your fast path:
- Choose the exact “signal” you want to track with a label
- Place Label Incoming Message under the correct category branch
- Create or reuse a label (keep names consistent across flows)
- Filter Messages by label to review and export cleanly
- Avoid over-labeling by tightening rules and limiting scope
You’re done. You can now filter Messages by label and review responses with less noise.
Step-by-Step Process
Labels work best when they represent a single, meaningful “signal” such as:
- A specific answer choice (e.g., “Good Mood”, “Needs Help”)
- A high-risk keyword response (e.g., “Violence Reported”)
- A category from a split you want to track separately
- A response to a particular question in a multi-step flow
[CAPTURE: Flow branch showing a category like “Good” connected to a label action.]
Labels are most useful when applied after a split category, so only the messages that match that category get tagged.
- Ask a question using Send Message.
- Collect and categorize the reply using Wait for Response.
- Inside the branch you want to track, add a Label Incoming Message action.
- Save the node.
[CAPTURE: Flow showing Send Message → Wait for Response with categories → a “Label Incoming Message” node placed under one category.]
When you configure the label action, you can:
- Select an existing label
- Create a new label directly from the label dialog
- Open the Label Incoming Message action settings.
- Choose an existing label, or type a new label name and create it.
- Save.
[CAPTURE: Label Incoming Message dialog showing an input/select for label name and an option to create a new label.]
- Go to the Messages section in your workspace.
- Open the labels panel/list (often accessible via a menu on the right side).
- Click the label name (example: Good Mood) to filter messages.
[CAPTURE: Messages tab showing a label list and a selected label filtering the message list.]
Labels are meant for message analysis, not contact segmentation. To keep reporting clean:
- Place labels only under the category branch you actually want to track.
- Tighten response rules so fewer unrelated replies match the labeled category.
- If you’re labeling after “All Responses,” add a split first so only certain responses get tagged.
- Use groups (or contact fields) when you need future targeting or segmentation.
Common Issues & Quick Fixes
Problem: I don’t see my label in Messages
Fix: Confirm the flow has actually run and contacts have reached the labeled branch. Make sure the label action is placed after the correct category (not on an unrelated path). Check the Messages tab label menu/panel (it may be behind a side menu icon).
Problem: Too many messages get labeled
Fix: Move the label action into a more specific branch (after the correct split category). Tighten your response rules so fewer unrelated replies match that category. If you label after “All Responses,” add a split first so only certain responses get tagged.
Problem: I used labels, but I actually needed segmentation
Fix: Use groups (or contact fields) if you need to segment contacts for future targeting. Keep labels for analysis and message filtering, and use groups for contact segmentation.