Contacts
Contact labels
Labels are coloured tags that live on the contact, not on the conversation: VVIP, VIP, Business owner, Employee, Wholesale, or anything you create.
Where they show up
- Contacts → Labels — create, rename, recolour and delete them, with a live count of how many contacts carry each.
- Inbox folder tree — each label filters the case list to conversations whose contact carries it. The count reads open cases / total contacts.
- Contact profile — click a label chip to attach or detach it.
- Automations — the
contact.tagsfield matches on a label, for example VIP → route to Sales. - New outbound case — pick a label while composing, and it is attached to the contact.
Managing labels
Contacts → Labels → New label. Name it and pick a colour from the palette.
| Action | Effect |
|---|---|
| Rename | Every contact carrying the old name is updated to the new one |
| Recolour | Chips update everywhere immediately |
| Delete | The label is removed from every contact that carried it (the count warns you first) |
Labels are per workspace, and only roles with manage access to Contacts can change them.
A label is just a tag on the contact, so an ad-hoc tag typed during wrap-up becomes a case tag, not a label. Promote one to a label when you want it in the tree and in automations.