Labels
Labels are tags you apply to conversations for categorization, filtering, and routing. They appear in the Inbox sidebar and can be used in workflow conditions and actions.
Creating a label
- Go to Settings > Inbox > Labels.
- Click Create Label.
- Configure:
| Field | Description |
|---|
| Label | The name (e.g., “Shipping Issue”, “VIP”, “Refund Request”). |
| Description | Optional description for your team. Also used by the AI Label workflow action to understand what this label represents, so write a clear description. |
| Icon | Visual icon for the label. |
| Priority | Default priority for conversations with this label (Low, Medium, High, Critical). When the AI Label action applies this label, the conversation’s priority is automatically set to this value. |
Using labels
- Manual: Add labels to any conversation from the Inbox.
- Workflows: Use the Add label or AI Label action in workflows to auto-tag conversations.
- Filtering: Filter the Inbox by label to see only relevant conversations.
- AI Labeling: The AI Label workflow action uses AI to read the conversation and automatically apply the most fitting label from your defined labels. The AI uses the label name and description to decide which label best matches the conversation.
- Dashboard: Label distribution is shown on the Dashboard, giving you insight into what customers are contacting you about.
Label-based routing
A common pattern is combining AI labeling with workflow routing:
- Create labels for your categories (e.g., “Orders”, “Shipping”, “Returns”, “Product Questions”).
- Create a workflow with the AI Label action to auto-categorize conversations.
- Create additional workflows that route based on labels (e.g., “Orders” label assigns to Orders Team).
Macros
Macros are reusable message templates that your team (or workflows) can send in one click. They support dynamic variables that get replaced with real customer data at send time.
Creating a macro
- Go to Settings > Inbox > Macros.
- Click Create Macro.
- Give it a title (e.g., “Order Acknowledgment”, “Shipping Delay Apology”).
- Write your template using the rich text editor.
- Insert variables using the variable picker (
Mod+Alt+V).
Available variables
| Variable | Replaced with |
|---|
customer.name | Full customer name |
customer.firstName | First name |
customer.lastName | Last name |
customer.email | Email address |
customer.phone | Phone number |
customer.address | Mailing address |
order.name | Order number/name |
Example macro
Template:
Hi {customer.firstName},
Thanks for reaching out! I'm looking into your inquiry about
order {order.name} and will get back to you shortly.
Best,
The Support Team
Hi Sarah,
Thanks for reaching out! I'm looking into your inquiry about
order #1234 and will get back to you shortly.
Best,
The Support Team
Using macros
- In the Inbox: Click the macro button when composing a reply to insert a template. You can edit the text before sending.
- In workflows: Use the Send macro message action to automatically send a macro when conditions are met. The macro is sent through the appropriate channel (storefront, email, Instagram, or Facebook).
Macros are great for common responses: acknowledgments, shipping delays, return instructions, out-of-office messages, etc. They save time and keep messaging consistent across your team.
