Managing Labels

Overview

Labels are defined words or combinations of words the staff can use to add more context and filters for Enquiries and External Contacts.

Labels are a form of tags or keywords used to classify and organise enquiries and external contacts flexibly based on the enquiry type, visitor, intent and others. Label lets you filter enquiry in the Dashboard, Enquiry Overview and Report Details.

 

Create a Label

Staff or Admin can create labels to categorise and group their enquiries and external contacts with labels.

• To create a label, navigate to Administration > Tools & Settings > Labels.
• Click on the Create Label button.
• Enter the Label Name and choose a colour for the Label.
• Click on the Create button to create the Label.

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Label Naming Conventions Tips

• The labels should be unique and not conflict with other labels.
• Be mindful of the spelling. Spelling differences in labels affect search results.
• Add _ or - for the labels with more than one word.
• Avoid repetitions of the same word across labels.
• Use abbreviations, prefixes and acronyms known to your team.

 

Edit a Label

Staff or Admin can edit an existing label at any time as required.

• To edit a label, navigate to Administration > Tools & Settings > Labels.
• Go to the Label to be edited. Click on the three dots at the right end of the Label.
• Click the Edit button, and the Edit Label pop-up will appear.
• Change or Edit the Label and colour, then click Save.

 

Delete a Label

Staff or Admin can remove unwanted or unused Labels in the label list.

• To delete a label, navigate to Administration > Tools & Settings > Labels.
• Go to the Label to be deleted. Click on the three dots at the right end of the Label.
• Click on the Delete. The Delete Label Warning pop-up will appear.
• Click on the Delete button to delete the Label.

 

Audit Log for Labels

The audit log tracks and records the label changes, such as adding, editing, and deleting.

• To view the Audit Log, Navigate to our Web Dashboard - Administration > Security > Audit Log.

For more details, please refer to the Audit Log section of this Guide.

 

Reminder

• The maximum number of chars for a label is 25.
• All the alphabets must be in lowercase; if you use any uppercase alphabet to create a label, the system automatically converts them to lowercase.
• Blank space is not allowed. If you use a room to create a label, the system automatically converts it to an underscore (_).
• The filter label drop-down list will show only 20-30 suggested labels in alphabetical order. In addition to selecting labels from the drop-down list, you can opt to search for labels by typing.
• The AI-generated labels will be converted into the labels listed in the table on the Labels page after they are applied to an enquiry or an external contact or set as a label in the Top 20 Conversation Topics table.
• The "Used in enquiry" and "Used in contact" columns display counts from the past 90 days.