Customized labels can be used in the Inbox to organize and report on similar types of conversations. Inbox labels are aggregated and displayed within the Label distribution report, which can provide key insights into common engagement trends. More information on the Label Distribution report is available in this article.

In this article, we will outline:

How to create an Inbox label

Inbox labels can be created in the Inbox when viewing an item or in the Labels sub-menu of the Organization settings. Created labels can be used across all inboxes

How to create an Inbox label in the Inbox

While in the Inbox, you can create a label by following these steps:

Select an item from the list of Inbox items
Click on the Add label icon
The Add label option is available at the top of the conversation thread for private messages and below the conversation thread for comments
Click on the Enter your label drop-down
Enter the name of the label in the next box
Select + Create a new label

The Inbox label will be created and automatically applied to the item being viewed.

How to create an Inbox label in the Organization settings

To create an Inbox label in the Organization settings, follow the steps below:

Click your avatar in the bottom-left corner of your screen
Select Organization settings
Select the Labels sub-menu
Click + Create a label
Enter the name of the label
Under Feature scope, toggle on Inbox
If you want this label to also be added as a publishing label, leave Publishing toggled on
Click Save label

How to add a label to an Inbox item

If an Inbox label has already been created, it can be applied to a single Inbox item by following the steps below:

Select an item from the list of Inbox items
Click on the Add label icon
The Add label option is available at the top of the conversation thread for private messages and below the conversation thread for comments
Click on the Enter your label drop-down
Search relevant label in the text box
Select the relevant label

Inbox bulk actions can be used to apply the same label to multiple inbox items.

Please Note: Labels cannot be added to each direct message from a user, only to the whole conversation.

How to manage Inbox labels

Inbox labels can also be managed in the Labels sub-menu of the Profile settings. In these settings, it is possible to edit or delete a label.

How to edit an Inbox label

To edit an Inbox label, please follow these steps:

Click your avatar in the bottom-left corner of your screen
Select Organization settings
Select the Labels sub-menu
Click on the pencil icon next to the relevant label
Make the required adjustments
Press Save label

The edits will apply to any Inbox item that the label has been added to.

How to delete an Inbox label

To delete an Inbox label, please follow these steps:

Click your avatar in the bottom-left corner of your screen
Select Organization settings
Select the Labels sub-menu
Click on the three horizontal dots next to the relevant label
Press Remove
Select Yes I'm sure in the pop-up

Note: Once a label is deleted, it will be removed from any items it has been added to.

How to create and manage Inbox labels