What are Labels?
Your support team will handle different types of conversations from customers - from support queries, to feedback, feature requests, bugs and much more. To keep track of the different kinds of requests and messages coming in, you can label conversations. For example you can label a conversation where a customer is requesting for a feature update as 'Feature Request'. Or if you are an e-commerce site, you can label a conversation as 'Exchange request' or 'Return request'. Over a period of time, you will be able to track the conversations under different categories easily. You will also be able to identify a pattern of what your customers are trying to tell you and work on making your product or support better.
With Labels can you can categorise and keep track of conversations. You can even create categories and multiple sub-categories of labels for your conversations.
How to set up Labels?
Before you start tagging conversations with labels, you must first add them in Label Settings. Only an account Admin can add labels in Label Settings. Team members can then use those labels to tag conversations.
To add labels,
Go to Settings.
Click Add Labels. The Add Labels pop-up box appears.
Add the Category and Sub-Categories, if any.
- Ensure that the sub-category toggle is enabled.
- The labels and sub-categories that you create cannot be deleted. They can only be disabled.
To disable a label, use the status toggle.
To edit, hover over the label. The edit option appears on the right side.
You can add any number of categories and subcategories, but duplicate categories cannot be created.
You can also retrieve a report on Labels. Check out Label Reports to learn more.