Labels

Open Labels under CRM to organize contacts with shared labels. Give each label a clear name and color so your team can recognize it in conversations and use it when choosing campaign audiences.

Before you startCopy Anchor Link

Who can do this: the owner or members whose role includes viewing conversations can view labels. Creating, editing, and deleting labels requires permission to manage labels.

The page shows the number of labels and the library's capacity (1). Each label also shows how many contacts have it. These are contact counts, not conversation counts. Select New label (2) to add one.

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Check shared labels and the number of contacts using each one.

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Create a labelCopy Anchor Link

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Choose a name and color before creating the shared label.

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The available colors are Gray, Red, Orange, Amber, Green, Teal, Blue, Indigo, Purple, and Pink.

Edit or delete a labelCopy Anchor Link

Use the edit control beside a label to open Edit label. Update its name, description, or color, then select Save changes.

Use the delete control beside a label to open its confirmation. Review the affected contact count, then select Delete label if you want to remove it.

Use labels in your workCopy Anchor Link

• In Contact info, use Add label to apply labels to the contact. They appear across that contact's conversations. See contact labels.
• In Inbox, use Labels to filter conversations by one contact label. You can combine it with the team tab and status or unread choice. See find conversations.
• In a campaign's audience step, use Choose labels under Include labels or Exclude labels. A label can be included or excluded, not both. Choosing campaign labels also requires permission to view conversations, alongside your campaign access.

TroubleshootingCopy Anchor Link

If a name is already used, choose another name. Names must be unique in your workspace, even when capitalization differs.

When the library reaches the capacity shown on the page, New label is disabled. Delete an unused label to make room. If labels cannot load, use the page's retry action.

For broader access changes, see roles and permissions.