Labels

Labels are color-coded tags you can assign to members, chats, and files. Use them to organize, filter, target automations, and control access.

Label Types

There are three independent label systems, each managed from Knowledge → Labels:

Creating Labels

1. Go to Knowledge → Labels
2. Select the appropriate tab (Member, Chat, or File)
3. Click Create Label
4. Fill in the settings:

Editing Labels

Click any label in the table to edit it inline. You can change the name, color, and description. The slug can also be changed, but be cautious — existing automations and CEL expressions reference labels by slug.

Deleting Labels

Click the delete action on a label to remove it. Deleting a label automatically removes it from all members, chats, or files it was applied to. This cannot be undone.

Assigning Member Labels

There are several ways to add labels to members:

Manually

1. Open a member's profile
2. Find the Labels section
3. Click to add or remove labels
4. You can also create new labels inline from the label selector

Through Automations

Use the Member Label action in your Actions rules to automatically add or remove labels when events occur:

• A form is submitted → add "intake-complete" label
• A chat is escalated → add "needs-attention" label
• A scheduled event fires → add "follow-up-due" label

On Member Creation

Labels can be assigned when members are created through the API or signup flows by passing label IDs in the creation request.

Using Labels in CEL Expressions

Member labels are exposed in CEL expressions as a list of slugs via member.labels. Use them in action conditions, form validation, and workflow routing.

cel

Where CEL Labels Work

Filtering by Labels

Member Lists

Filter your member list by labels to find specific groups:

• Any — Members with any of the selected labels
• All — Members with all of the selected labels
• None — Members without any of the selected labels

Chat Labels

Assign chat labels to conversations for categorization and reporting. Chat labels work similarly to member labels but are applied to conversations instead of people.

To assign chat labels:

1. Open a conversation
2. Add labels from the chat details panel

Chat Labels vs. Member Labels

Tips

• Use descriptive slugs — Since CEL expressions reference labels by slug, choose clear, readable slugs like vip, needs_followup, or intake_complete.
• Plan your labeling system — Before creating many labels, think about what segments and categories you need. It's easier to start organized than to reorganize later.
• Combine with actions — Labels are most powerful when paired with automations. Set up actions that automatically apply labels based on form submissions, chat events, or scheduled triggers.
• Color-code by category — Use similar colors for related labels (e.g., all status labels in blue, all priority labels in red) to make visual scanning easier.

Related

• Knowledge — Overview of all Knowledge features
• Actions — Automate label assignment with event-triggered rules
• Template Variables — Reference member labels in messages
• People — Managing members who receive labels