Labels

Labels are color-coded tags you can assign to members, chats, and files. Use them to organize, filter, target automations, and control access.

Label Types

There are three independent label systems, each managed from Knowledge → Labels:

Tab	Applied To	Has Slug	Use Cases
Member Labels	Members in your workspace	Yes	Segmentation, access control, automation targeting
Chat Labels	Conversations	Yes	Categorization, routing, reporting
File Labels	Uploaded files	No	Organization, grouping

Creating Labels

1. Go to Knowledge → Labels
2. Select the appropriate tab (Member, Chat, or File)
3. Click Create Label
4. Fill in the settings:

Setting	What It Does
Name	Display name (must be unique within the label type)
Slug	API identifier, auto-generated from name if left blank (member and chat labels only). Letters, numbers, underscores only.
Color	Hex color for visual identification
Description	Optional notes about when to use this label

Editing Labels

Click any label in the table to edit it inline. You can change the name, color, and description. The slug can also be changed. Update existing automations and CEL expressions that use the previous slug.

Deleting Labels

Click the delete action on a label to remove it. Deleting a label automatically removes it from all members, chats, or files it was applied to. This cannot be undone.

Assigning Member Labels

There are several ways to add labels to members:

Manually

1. Open a member's profile
2. Find the Labels section
3. Click the label field to see the available labels, or type to filter them, then pick one
4. To create a label, type its name and choose Add Label — typing alone never creates one. New labels get a color from a curated palette, and the same name always gets the same color
5. Click a selected label to change its color, or use its × to remove it from the member

Through Automations

Use the Member Label action in your Actions rules to automatically add or remove labels when events occur:

• A form is submitted → add "intake-complete" label
• A chat is escalated → add "needs-attention" label
• A routine fires → add "follow-up-due" label

On Member Creation

Labels can be assigned when members are created through the API or signup flows by passing label IDs in the creation request.

Using Labels in CEL Expressions

Member labels are exposed in CEL expressions as a list of slugs via member.labels. Use them in action conditions, form validation, and workflow routing. See Using CEL Expressions for a workflow example and the Developer CEL reference for context-specific variables and functions.

# Check if a member has a specific label
"vip" in member.labels

# Check for any of multiple labels
"vip" in member.labels || "enterprise" in member.labels

# Combine with other conditions
"premium" in member.labels && is_business_hours

# Exclude members with a label
!("spam" in member.labels)

Where CEL Labels Work

Feature	Example Use
Action conditions	Only fire a webhook for VIP members
Form validation	Require certain fields for specific member types
Computed fields	Calculate different values based on member segment
Routines	Target specific member groups for reminders
Workflow routing	Route conversations based on member labels

Filtering by Labels

Member Lists

Filter your member list by labels to find specific groups:

• Any — Members with any of the selected labels
• All — Members with all of the selected labels
• None — Members without any of the selected labels

Chat Labels

Assign chat labels to conversations for categorization and reporting. Chat labels work similarly to member labels but are applied to conversations instead of people.

To assign chat labels:

1. Open a conversation
2. Add labels from the chat details panel

Chat Labels vs. Member Labels

Feature	Member Labels	Chat Labels
Applied to	Members	Conversations
CEL access	member.labels	Used for chat filtering
Automation	Member Label action	Applied during chat events
Persist	Until removed	Per conversation

Related

• Knowledge — Overview of all Knowledge features
• Actions — Automate label assignment with event-triggered rules
• Template Variables — Reference member labels in messages
• Members — Managing members who receive labels

For developers

• Member Labels API — create and apply Member labels programmatically
• Chat Labels API — create and apply Chat labels programmatically