Contact Labels
Contact Labels are labels attached to a contact's record, not to a conversation. They help your team identify, group and segment contacts. A contact can have more than one Contact Label.
Because a Contact Label belongs to the contact, it shows up wherever that contact appears, including every conversation linked to them.
For example: Contact A has two separate conversations. Both conversations show exactly the same Contact Labels, because the labels belong to the contact, not to each conversation.
Contact Labels vs Conversation Labels
Contact Labels and Conversation Labels share the same list of labels, so the names and colors are identical. But adding a label in one field doesn't add it to the other.
Stored on the contact record.
Stored on each individual conversation.
Always the same for a contact, across all their conversations.
Can differ between conversations from the same contact.
Managed from Chat and CRM.
Managed from the active conversation in Chat.
Can be shown and filtered in CRM contact views.
Doesn't change when a Contact Label is updated.
For example: if you add "VIP" as a Contact Label, it isn't added as a Conversation Label automatically. If you need "VIP" on a particular conversation too, add it there separately.
Important: existing Conversation Labels stay as they are. They aren't moved or copied into Contact Labels automatically. Contact Labels stay empty until someone adds them.
Syncing: changes made in CRM show up in Chat straight away without refreshing the page, and Contact Label changes made in Chat show up in CRM straight away too.
Managing Contact Labels in Chat
In Chat, Contact Labels appear in the contact information section of the side panel. Conversation Labels now sit in the Conversation section, so it's clear which labels apply to the contact and which apply only to the active conversation.
Layout note: Contact Labels now sit below Pipeline (where Conversation Label used to be), and Conversation Label now sits in the Conversation information group.
Adding a Contact Label
Open a conversation with the contact you want to label.
In the side panel, find the Contact Labels field near the contact details.
Choose Add contact label.
Pick one or more labels from the list. Your changes are saved to the contact record automatically.
The Contact Labels appear alongside the other contact details in the Chat side panel.
Removing a Contact Label
Click the × icon on the Contact Label you want to remove. This updates the contact record, and the change shows up straight away in CRM and anywhere else the contact appears.
Managing Conversation Labels separately
To label only the active conversation, use Conversation Label in the Conversation section. Changes here don't affect Contact Labels, or labels on the contact's other conversations.
Viewing and managing Contact Labels in CRM
Contact Label is available as one of the Primary Fields for contacts in CRM. Once you turn it on for a contact view, it shows the labels assigned to each contact, with the same label picker you use in Chat.
Showing Contact Labels in a contact view
Open the Contacts view you need in CRM.
Open View Settings.
Under Primary Fields, turn on Contact Label.
A Contact Label column appears in the contact view. Labels can be shown in table, kanban and other customizable views.
Editing Contact Labels in CRM
Open the contact record, or select the Contact Label field directly in an editable CRM view, then choose labels from the same dropdown you use in Chat. Anyone with permission to edit contacts can add or remove Contact Labels.
Filtering contacts by Contact Label
Use Advanced Filters to find contacts by the labels assigned to them. It's handy for building targeted contact lists, reviewing a segment, or focusing a view on a particular group.
Creating a Contact Label filter
Open the contact view you want to filter.
Click the filter icon to open Advanced Filters.
Choose Contact Label as the field.
Choose an operator: is, is not, is empty or is not empty.
For is or is not, choose the label value you want.
Click Apply.
Using Contact Labels with integrations
Integrations can set Contact Labels through the Contact API when creating or updating a contact. Use label values from your existing label list. Changes made through the API apply to the contact record and show up in Chat and CRM, just like any other Contact Label change.
What's available now
Add or remove Contact Labels in Chat
Available
Add or remove Contact Labels in CRM
Available
Show Contact Labels in CRM views
Available
Filter CRM contacts by Contact Label
Available
Set labels when creating or updating contacts through the Contact API
Available
Contact Bulk Import
Not supported yet
Contact Bulk Update
Not supported yet
Frequently asked questions
Do Contact Labels replace Conversation Labels? No. They're separate fields with different purposes. Contact Labels apply to the contact, while Conversation Labels apply to one specific conversation.
Will my existing Conversation Labels become Contact Labels automatically? No. Existing Conversation Labels stay on their original conversations and aren't copied or moved automatically.
If a contact has several conversations, which Contact Labels will I see? You'll see the same Contact Labels whichever of that contact's conversations you open.
Does adding a Contact Label also add it to the conversation? No. The two fields are assigned independently, even though they share the same label options.
Why do the same label names and colors appear in both places? Because both fields use one shared label list. Changing a label's name or color updates it everywhere it's used, but whether it's assigned to a contact or a conversation stays separate.