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Labels

Labels are tags that help you to categorize and prioritize conversations, providing additional context and information about the content or status of each conversation.

They can be used to create custom workflows, to make conversations easier to identify, filter, and organize.

Only Administrators and Supervisors can create, edit, and delete labels.

Create a Label

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To create a label within Live Agent, do the following:

  1. Go to Live Agent.
  2. On the left side of the screen, select Settings.
  3. In the settings column, select Labels.
  4. At the top right of the window, click Add label.
  5. In the Add label window, do the following, fill in the following fields:
    • Label Name โ€” a name for the label to identify its category. Only letters, numbers, hyphens and underscores are allowed. For example, Premium_Customer.
    • Description โ€” a brief explanation of the label's meaning. For example, This issue needs to be handled with priority.
    • Level โ€” a level of access to objects where the label is applicable. Select one of the following levels:
      • Global โ€” the label is available for all Teams and Inboxes.
      • Team โ€” the label is available only for a specific Team. Select a Team from the Team list. Note that you cannot select multiple Teams.
      • Inbox โ€” the label is available only for a specific Inbox. Select an Inbox from the Inbox list. Note that you cannot select multiple Inboxes.
    • Color โ€” a color for the label to make it visually identifiable. Select your desired color, click the small square again to confirm your selection.
    • Show Label on Sidebar โ€” the option determines whether a label will be displayed on the sidebar. By using the label on the sidebar, you can filter conversations.
  6. Click Create.

The label will be created, appear under the Labels section on the sidebar, and will be available to add to Conversations.

Tip

It is good practice to assign meaningful names to labels and use selected colors to visually identify the categories or topics to which a conversation belongs.

Edit a Label

To edit a label within Live Agent, do the following:

  1. Go to Live Agent.
  2. On the left side of the screen, select Settings.
  3. In the settings column, select Labels.
  4. On the Labels page, to the right of the label you want to change, click Edit.
  5. In the Edit label window, update the fields as needed.
  6. Click Edit.

The label fields and settings will be updated.

Delete a Label

To delete a label within Live Agent, do the following:

  1. Go to Live Agent.
  2. On the left side of the screen, select Settings.
  3. In the settings column, select Labels.
  4. On the Labels page, to the right of the label you want to delete, click Delete.
  5. Confirm deletion by clicking Yes, Delete.

The label will be deleted and no longer under the Labels section on the sidebar, and will no longer be available to add to Conversations. Also, the label will be removed from the conversations where it was added earlier.

Add a Label to a Conversation

To start using Labels in Conversations, go to Assign Labels.