Labels
Labels are coloured markers you put on a chat to say what it's about, like Complaint, Order issue or Hot lead. They help your team spot and filter chats in the inbox and on the team board.
What's the difference between labels and tags?
- Labels describe the chat. "This conversation is a complaint." Use them for sorting work in the inbox.
- Tags describe the contact. "This person is a VIP" or "bought a saree". Use them to group people for broadcasts.
You can use both. See Tags and custom fields.
How do I add a label to a chat?
- Open the chat.
- In the contact panel on the right, find Labels.
- Click a label to add it. It lights up.
- Click it again to remove it.
The label shows on the chat in the inbox list and on the team board. Anyone on the team can add or remove labels.
How do I see all chats with a label?
In the inbox, use the Any label menu under the search box and pick the label. You can save it as a view.
How do I create a label?
You need to be an admin.
- Go to Settings → Tags & fields.
- Under Conversation labels, type a name in New label (up to 30 characters).
- Click a colour: green, blue, violet, amber, red, teal, coral or grey.
- Click Add label.
Each label in the list shows how many open chats have it, for example Complaint · 4.
How do I delete a label?
In Settings → Tags & fields, click the × on the label and confirm. It's removed from every chat. The chats themselves aren't affected.
Why does the panel say "No labels yet"?
Nobody has created labels for this number. Admins see a hint: Create labels like Complaint or Hot lead in Settings → Tags & fields.
Can I rename a label or change its colour?
Not from the screen yet. Delete it and create it again, or ask the KiliChat team.
Do labels stay when a chat is resolved?
Yes. Labels stay on the chat until someone removes them. The count next to each label in Settings only includes chats that are still open or waiting.