Labels and auto-labels are two ways to keep conversations tidy and cut through the noise. Auto-labels are powered by AI — they don't just apply labels automatically, they can also trigger actions to streamline ticket management. Auto-labels are available on paid plans.
To enable and create auto-labels, go to Settings → Labels → Add auto-label:
You can then customise the following:
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Label name — keep it short and easy to understand
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Prompt — describe the type of message you want to identify, e.g. Customers ask for a refund or mention returning a product
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Visibility — whether the message shows in the Inbox, or skips it and goes to the "Other" view
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Trigger actions based on the auto-label:
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Resolve — automatically resolve conversations that don't need intervention, like notifications
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Assign team or agent — send a set of tickets to specific agents or teams
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Mute or snooze less important messages
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Set priority automatically to help agents spot important messages, or add an automatic private note
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Labels and contact reasons
Labels are general-purpose tags that can also trigger automations. Contact reasons are a single classification field per conversation, with a two-level hierarchy and their own report. We recommend using both.