Labels

Labels tag chats and contacts so you can filter and report on them.

Built-in labels

Every workspace starts with five:

Label	Meaning
warm_lead	A product or price was discussed and the customer is still deciding. Rachel follows up later.
cold_lead	General browsing, an unclear reply, or no specific product. No follow-up.
hot_lead	Ready to buy. Your team adds it; Rachel stops automatic follow-ups.
sales_followup	The customer is waiting on your team after a handoff. Removed once someone replies.
spam	Ads, abuse or bots. Rachel stays quiet and closes the chat.

You can turn a built-in label off, or change its colour and description, but not rename or delete it.

Your own labels

Go to Settings > Labels and add a label with a name, colour and description. If you write a description, Rachel reads it and adds the label to chats that match. Leave the description empty to keep a label for your team only.