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Business hours, labels and custom attributes

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

Three simple settings that make the operation much more organized:

  • Business hours: define when your team is available per inbox, enabling automatic off-hours messages.
  • Labels: colored tags to classify conversations (and contacts) by subject, priority or status.
  • Custom attributes: tailored fields to store business-specific information on conversations and contacts.

Prerequisites

  • The Administrator role to create/edit these settings.
  • The account time zone set correctly (it affects business hours).
  • An idea of the taxonomy that makes sense for the team (which labels and which fields).

Step by step

  1. Business hours: in the inbox settings, enable business hours, choose the days and time ranges and set the off-hours message.
  2. Labels: in the labels area, create each label with a name, description and color; apply them to conversations from the conversation side panel.
  3. Custom attributes: in the attributes area, create a field with a name, type (text, number, list, date, etc.) and whether it applies to a conversation or a contact.
  4. Use labels and attributes in filters, views and automations for productivity.

Settings & options

  • Hours per inbox: each channel can have its own schedule.
  • Off-hours message: automatic reply when no one is available.
  • Label colors: help visually identify the type of conversation.
  • Attribute types: text, number, link, dropdown list, date, checkbox and more.

Use cases

  • Auto-reply outside business hours and set a return expectation.
  • Tag conversations as urgent, refund or lead and filter by them.
  • Store an order number or contracted plan as a contact attribute.

Tips, limits & best practices

  • Keep a lean, standardized set of labels — too many tags become clutter.
  • Combine labels with automations to tag conversations automatically.
  • Use attributes for what you'll actually filter on or use in reports.

Troubleshooting

  • The off-hours message doesn't fire: check that business hours are enabled on the inbox and the account time zone is correct.
  • The label doesn't appear for the team: confirm it was saved and the agent has access to the inbox.
  • An attribute doesn't show on the conversation/contact: check that it was created for the right type (conversation vs. contact).

See also