Labels help you categorize and manage conversations or queries from customers. They let you classify an issue and are usually specific to the interaction and not the conversation as a whole. 

To use a label:

  • An interaction between the customer and the agent has to be marked as 'resolved'. 

  • When you mark a conversation as 'resolved', you will see 'Conversation resolved by Agent as' option with an Add Label dropdown menu next to it

  • Click that to choose the relevant Label with its Sub Category 

  • The Label automatically gets added to the conversation