Labels and conversation organisation

Labels let you tag conversations with meaningful categories so you can filter, route, and report on them. They are one of the most useful organisational tools in Konversio for teams handling mixed conversation types.

Creating labels

Labels are created by Administrators under Settings > Labels.

1. Go to Settings > Labels.
2. Click Add Label.
3. Enter a label name (e.g., bug-report, urgent, enterprise-customer).
4. Choose a colour — used for visual identification in the conversation list.
5. Optionally add a description to explain when the label should be used.
6. Click Create.

Label names are account-wide and visible to all agents.

Applying labels to conversations

Any agent can apply a label to an open conversation. In the Conversation Actions panel on the right side of a conversation, find the Conversation Labels section and type or select labels from the dropdown. Multiple labels can be applied to the same conversation.

Labels can be added or removed at any point during a conversation's lifecycle — they are not permanent once applied.

Filtering conversations by label

From the left sidebar, the Labels section shows all your account labels. Clicking a label filters the conversation list to show only conversations with that label applied, across all inboxes and teams you have access to.

This is useful for:

• A team lead checking all escalated conversations regardless of which agent has them
• An agent working through all follow-up conversations in their queue
• Identifying volume around a specific issue (e.g., how many outage conversations came in last week)

Using labels in automation rules

Labels integrate directly with automation. Common use cases:

• Auto-label on keywords: Create a rule that applies the refund-request label when a conversation message contains "refund" or "cancel". This routes intent before a human reads it.
• Route labelled conversations: Apply a label as a trigger — if a conversation is labelled enterprise-customer, automatically assign it to your senior support team.
• Combined conditions: Label plus inbox, or label plus priority, for precise routing.

To build these, go to Settings > Automation and use Add Label or Label is as actions or conditions in your rules.

Best practices

Keep the label list small and meaningful. A list of 5–10 well-used labels is more useful than 50 rarely-applied ones. Start with the categories your team actually discusses — escalation status, issue type, customer tier — and add more only when there is a clear need.

Standardise usage. If one agent labels billing questions billing and another uses payment, your filters and reports will be incomplete. Document your labels and when to use them, especially for new agents.

Pair labels with canned responses. A common pattern: apply an awaiting-customer label when you are waiting for a reply, then use a saved filter on that label to follow up on conversations where the customer has not responded.

Use labels for reporting. The Reports section in Konversio lets you filter by label, so a consistent labelling practice gives you meaningful data on what your customers are contacting you about over time.