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Labels help you to categorize and prioritize Conversations. You can assign a Label to a Conversation from the side panel.

Labels are tied to the account and can be used to create custom workflows in your organization. You can assign custom colors to a Label. This makes it easier to identify the Label. You will be able to display the Label on the sidebar to filter Conversations quickly.

Click on the sidebar Settings on the Live Agent Dashboard.

Live Agent Dashboard Settings
Live Agent Dashboard Settings

Click on the sidebar Labels and then click Add Label on the right-hand side.

Live Agent Labels Home Screen

A screen will open where you can design your Labels. Make sure to give meaningful names to the Labels, and different colors so that you can easily identify in one look to which category the ticket/issue belongs.

Live Agent Add Label detail screen
Label Details
Field Name Value Remarks
Label Name Assign a name for the Label to identify its category For example,: Premium_Customer Only letters, numbers, hyphens and underscores are allowed
Description Give a short description of what the Label represents For example,: This customer issue is to be resolved with priority
Color Select a color for the Label for easy identification After selection, click on the small square again
Show Label on Sidebar Select this option if you want the Label to be displayed on the sidebar This will help in easy identification of the Conversations

Click on Create. A "Label added successfully" message will be displayed. The new Label has been created. You can create as many Labels as you need. Labels can be used across multiple Teams.

Live Agent Label setting screen
Label Settings

You can edit or delete Labels as necessary.