## 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

1. Open the conversation and find the context panel (right column).
2. Under **Assignment**, set the responsible **agent** and, if applicable, the **team**.
3. Under **Status**, choose between **open**, **pending**, **snoozed** or **resolved**.
4. Under **Priority**, select the level (for example, urgent, high, medium, low, or none).
5. Under **Labels**, apply one or more tags to classify the topic (e.g., "sales", "support").
6. Changes take effect immediately and show up in queues, filters and reports.

## 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).
- **Priority**: helps order the queue and highlight urgent cases.
- **Labels**: created and managed by the administrator; used for reports and filters.

## 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.

## 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.

## See also

- [Snooze, resolve and reopen conversations](/hc/ajuda/articles/conversations-snooze-resolver-reabrir-en)
- [Macros: automating sequences of actions](/hc/ajuda/articles/conversations-macros-en)
- [Custom filters and saved views](/hc/ajuda/articles/conversations-filtros-e-visoes-en)