Assign and label chats
Hand a conversation to a teammate and add labels to organise and route your inbox.
Assigning and labelling keeps your shared inbox tidy, so the right person picks up each chat and nothing slips through.
Steps
- Open the conversation you want to organise.
- Find the assignee option at the top of the chat.
- Choose the teammate who should handle it.
- Open the label option on the same chat.
- Pick an existing label or create a new one.
- Add as many labels as you need to describe the chat.
Why labels help
Labels let you group chats by topic, stage or priority, such as "new lead", "payment pending" or "support". You can then filter the inbox by a label to see only those conversations and route work to the right person.
If it doesn't work
- If you can't assign a chat, ask your admin to confirm the teammate has joined your team.
- If a label is missing, create it from the label option and it will be ready to reuse.
- If the inbox looks empty after filtering, clear the label filter to see every chat again.