Overview
Classifying a conversation is what keeps support organized and reports trustworthy. There are four dimensions: assignment (who's responsible), status (which stage it's in), priority (how urgent it is) and labels (topical tags). All of them are available in the conversation's context panel.
Prerequisites
- An open conversation in an inbox you have access to.
- Labels and teams created by the administrator (in Administration & Settings), to make the most of it.
Step by step
- Open the conversation and find the context panel (right column).
- Under Assignment, set the responsible agent and, if applicable, the team.
- Under Status, choose between open, pending, snoozed or resolved.
- Under Priority, select the level (for example, urgent, high, medium, low, or none).
- Under Labels, apply one or more tags to classify the topic (e.g., "sales", "support").
- Without opening the conversation: right-click its card in the list, point to Assign label and use the submenu's Search labels field to find the label by name. Click it to apply; click it again to remove.
- Changes take effect immediately and show up in queues, filters and reports.
- When the assignee and team change together, the history records one activity with the final state.
Settings & options
- Manual or automatic assignment: the inbox can distribute conversations automatically (round-robin/ balanced) or leave it to the agents.
- Status: open (in progress), pending (waiting on something), snoozed (returns at the set time) and resolved (done).
- List filter: without a saved preference, the list opens on Open. Explicitly choose All when you also want resolved conversations; that choice is saved.
- Priority: helps order the queue and highlight urgent cases.
- Labels: created and managed by the administrator; used for reports and filters.
- Label search in the context menu: the Assign label submenu, opened by right-clicking the conversation card, has a search field that filters by the label name by subsequence: type a few letters of the name, in the order they appear, without typing the whole thing. The match is literal, so a typo will not find the label. Labels already applied to the conversation stay at the top of the list with a check mark, and each click toggles between applying and removing. When the search finds nothing, the submenu shows "No labels found". The same context menu also offers mark as read/unread, pin, change status, snooze, priority, agent, team, open in a new tab and copy link.
Use cases
- Route a conversation to the right team and assign an owner.
- Mark as pending while waiting for information from the customer.
- Raise the priority of a critical case so it shows at the top of the queue.
- Tag conversations by topic to measure volume per subject.
Tips, limits & best practices
- Standardize a lean set of labels — many rarely used tags get in the way of reports.
- Combine status + priority for an always-clear queue (what's urgent and what's open).
- Use macros and automations to apply assignment/labels in bulk, consistently.
- With many labels registered, the context menu's search field is the fastest route: it saves you scrolling the whole list and shows what's already applied to the conversation first.
Troubleshooting
- I can't pick a team/label: it may not have been created — talk to an administrator.
- The conversation wasn't auto-assigned: check the inbox's assignment rule.
- "Assign label" looks dimmed in the context menu: the account has no labels yet — the submenu only opens when at least one exists. Ask an administrator to create them.
- I applied a label and it disappeared from the list: it didn't — it moved to the top of the submenu with a check mark beside it. Click it again to remove it.