Organize conversations with labels in Messello

Labels are colored tags you attach to conversations to group them by topic, stage, or anything else — like refund, VIP, bug, or upsell. They make a busy shared inbox searchable and let you build focused views.

Create a label

1. Go to Settings → Labels.
2. Click Add label.
3. Enter a clear name, pick a color, and optionally add a description.
4. Save. The label is now available across every inbox in your account.

Keep names short and consistent so the whole team applies them the same way.

Apply labels to a conversation

Open a conversation and find the Conversation Labels section in the right-hand panel. Click it and select one or more labels — they apply instantly. Remove a label by clicking it again. You can add as many labels as a conversation needs.

Filter by label

Every label becomes a shortcut in the left sidebar under Labels. Click one to see only conversations carrying that tag. This is the fast way to, for example, review every open refund request or check in on all VIP customers.

For finer control, use Custom Views to combine a label with other conditions — such as label = bug and status = open — and save that view for one-click access later.

Ways teams use labels

• Triage: tag by request type to route work to the right specialist.
• Reporting: measure how many conversations touch a given topic.
• Follow-up: mark chats that need a callback or a manager review.

Let AI auto-tag conversations

Messello's built-in AI can read incoming conversations and suggest or apply labels automatically based on their content — so a message about a charge gets your billing label without anyone touching it. Auto-tagging keeps organization consistent even during high volume and removes a manual step from triage.

Tip: Start with 5–10 broad labels. Too many overlapping tags slow the team down; you can always add more once patterns emerge.

Try tagging in the live demo, or pair labels with canned responses to reply to common tagged requests even faster.