Chat Labels let you organize your business conversations with colour-coded tags. So you can tell a new lead from a pending payment at a glance, and find the chats you need without scrolling.
Prerequisites
Stable internet: A stable internet connection is required to create labels and apply them to chats.
A business account: Chat Labels are managed from the Business Hub on your business account.
About Chat Labels
A label is a coloured tag with a name that you attach to a chat. Once applied, labels appear as coloured chips on the chat in your chat list, so the status of every conversation is visible without opening it.
Labels are shared across all the devices linked to your business account. To help you start quickly, seven ready-made labels are already set up on a new account.
Default Labels
New business accounts come with these seven labels, which you can rename, recolour, or delete like any other:
Default label | Typical use |
New Customer | A first-time customer |
Interested | A lead showing interest |
Follow Up | Someone to check back with |
Pending Payment | Awaiting payment |
Order Placed | An order has been placed |
VIP | A priority customer |
Support | A support query |
Label Limits and Rules
You can create up to 20 labels per account.
You can apply up to 7 labels to a single chat.
A label name can be up to 25 characters and must be unique (names are not case-sensitive, so "Lead" and "lead" count as the same).
Names can include letters, numbers, symbols, and emoji.
How to Create a Label
Android
Open the Business Hub tab.
From Conversations section → tap Chat Labels.
Tap Add new label fab.
Enter a name and choose a colour from colour palette (a colour is pre-selected and you can change it).
Tap Add chats. Chats can be added or on tap Save label will be saved.
Web
Open the Business Hub tab.
From Conversations section → Click Chat Labels.
Click Add new label.
Enter a name and choose a colour (a colour is pre-selected and you can change it).
Click Save.
You can then add chats to the label, or skip this and do it later.
How to Apply Labels to a Chat
Android
You can label a chat in three ways:
From the chat
In your chat list, long press the chat and tap Add / remove labels.
Select the labels you want, then tap Save.
From the chat info
Open the chat → chat info → tap Labels(if applied).
Select the labels you want.
Tap Save.
From the Business hub
Open the Business Hub tab, then tap Chat Labels.
Click the label you want to apply.
Use Add chats to select the chats to tag with it.
You can also create a brand-new label from the label picker while tagging a chat and it is applied to that chat automatically.
Note: Labels can be added to both one-to-one and group chats, whether or not the person is saved in your contacts.
Web
You can label a chat in three ways:
From the chat
In your chat list, hover and click more menu.
Click Chat labels.
Select the labels you want, then click Save.
From the chat info
Open the chat → chat info → Labels.
Click labels.
Select the labels you want.
Click Save.
From the Business hub
Open the Business Hub tab, then click Chat Labels.
Click the label you want to apply.
Use Add chats to select the chats to tag with it.
You can also create a brand-new label from the label picker while tagging a chat and it is applied to that chat automatically.
Note: Labels can be added to both one-to-one and group chats, whether or not the person is saved in your contacts.
How to Edit, Reorder, or Delete a Label
Android
Edit: In Business Hub → Chat Labels, open a label and from More menu → tap Edit label it allows to edit name or colour of the label. Tap Save.
Renaming updates the label on every chat it is applied to, instantly.
Reorder: In Business Hub → Chat Labels, tap More menu → tap Edit icon. Drag labels to reorder them in the list. Tap Save.
This order is used everywhere, on chat rows and in the label picker.
Delete: In Business Hub → Chat Labels, tap More menu → tap Edit icon. Tap Delete.
Another way open a label and from More menu → tap Delete Label.
A confirmation will be asked, tap Delete and it will remove the label from all direct and group chats where it's applied. This cannot be undone.
Web
Edit: In Business Hub → Chat Labels, open a label and from More menu → click Edit it allows to edit name or colour of the label. Click Save.
Renaming updates the label on every chat it is applied to, instantly.
Reorder: In Business Hub → Chat Labels, click More menu → Click Reorder. Drag labels to reorder them in the list. Click Save.
This order is used everywhere, on chat rows and in the label picker.
Delete: In Business Hub → Chat Labels, open a label and from More menu → click Delete Label.
A confirmation will be asked, click Delete and it will remove the label from all direct and group chats where it's applied. This cannot be undone.
Where Label Appears
On chat rows: Labelled chats show their labels as coloured chips on the chat row. If there are more than fit, the extra ones appear as a "+X more" indicator.
In search: Labels are shown on results in the Chats and Contacts sections of search.
Good to Know
Shared across your devices: Labels belong to the business account, so every linked device works from the same set.
Works on any chat: Apply labels to one-to-one chats and group chats, saved contacts or not.
Filtering comes later: Labels are shown in search results, but filtering your chats by label is not available in this version.
FAQs
How many labels can I create?
Up to 20 per business account.
How many labels can one chat have?
Up to 7 at the same time.
Can I rename or recolour a label later?
Yes, at any time. Renaming updates the label everywhere it is applied, instantly.
What happens when I delete a label?
It is removed from every chat it is applied to. This cannot be undone.
Can I label group chats or people not in my contacts?
Yes. Labels can be applied to any one-to-one or group chat, whether or not the person is saved.
Can I filter my chats by label?
Not in this version. Labels appear in search results, but label-based filtering is not yet available.
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