Overview
Labels are how your team organizes every conversation across WhatsApp, email, Instagram, and the six other channels in your inbox. Apply them manually, set rules to auto-label by channel, keyword, or intent, or let Captain AI label by topic and sentiment as messages come in. Use them to filter inboxes, route to teammates, trigger follow-ups in the CRM, and break down reports by what customers are actually talking about.
- Create nested labels with custom colors and descriptions
- Apply multiple labels per conversation manually or in bulk
- Auto-label by channel, keyword, business hours, or contact attribute
- Let Captain AI label by intent, topic, language, and sentiment
- Filter any inbox view by label and save as a custom view
- Trigger CRM tasks, assignments, or bot flows when a label is added
- Break down reports and SLA metrics by label
How it works
Define your label set
Create labels for the things you actually track — billing, shipping, VIP, refund, complaint. Group them into categories and assign colors so the inbox stays scannable.
Automate the obvious ones
Set rules so labels apply themselves: keyword matches, channel of origin, contact tag, or Captain AI's detected intent and language. Agents only label the edge cases.
Route, report, and act
Filter the inbox by label, auto-assign labeled threads to the right team, and slice analytics by label to see which topics drive volume, SLA breaches, and revenue.