Labels (also known as tags) help you keep conversations (and connected contacts) organised. They make it easier to categorise conversations and segment contacts.
Why should I use labels?
Use labels in Superchat to:
Categorise conversations (e.g., “Refund”, “Feedback”, “Complaint”).
Find conversations faster by filtering conversations in our Unified Inbox.
Use Superchat Automations to auto-update labels, for example when a contact writes words like terminate, refund, human support etc.
In order to segment contacts, please consider using contact lists or attributes. Read more in the FAQ section below.
Who can use labels?
Role | Permission |
Admins | Create, edit and delete labels |
Supervisor | Apply labels to conversations, cannot manage them |
Member | Apply labels to conversations, cannot manage them |
Creating & Managing Labels
Creating Labels
1. Go to Settings → Labels
2. Click Create Label, then set the name, color, and optional folder.
3. Click "Create" to save the label. You can start using it in the Unified Inbox, Contact Hub, Automations, or Campaigns right after creation.
Managing Labels
Labels can be organised into folders, with up to two levels of nesting (folder → subfolder).
To edit or delete a label, click the corresponding edit or delete icon next to it.
FAQ
What’s the difference between labels and contact lists?
What’s the difference between labels and contact lists?
Labels: Primarily categorise conversations, but because conversations are linked to contacts, labels can also be used to segment contacts.
Contact Lists: Used to build groups of contacts (e.g., for campaigns)
When to use what?
Use Labels for anything that is closely connected to the conversation (think of labels like topics). Example: A request about a missing parcel from an order could bear the label
Shipping IssueUse Contact Lists for any attribute that should applies to the entire contact (i.e. person). Example: A customer who subscribes to a WhatsApp newsletter could be added to a "Subscribers" contact list.
Can labels trigger automations?
Can labels trigger automations?
No, labels can’t directly trigger automations. If you want to start an automation, use the Manual Trigger in Automations instead. This way, a team member can start the automation from the Unified Inbox without accidentally triggering it by adding or removing the wrong label.
Can I apply multiple labels to the same conversation?
Can I apply multiple labels to the same conversation?
Yes, you can add as many labels as you need to a conversation.