A busy inbox needs a way to say what each conversation is about at a glance. Is this a sale, a complaint, a VIP customer, a hot lead? Without a shared answer, every agent invents their own system, and nobody can filter, report or automate on it. Labels are HellouOne's shared answer.
A label marks what a conversation is about or who a contact is: sale, complaint, vip, hot-lead. Labels are used for filtering, for reports, and so that automations and AI agents can act on them. This guide follows the help center article Etiquetas: clasificar conversaciones y contactos.
Create a label
In Settings, Labels, click Add label and fill in:
Name: lowercase, with no spaces (use hyphens). It is what you will see in filters and in the API, so hot-lead is better than Hot Lead.
Description: so the team knows when to use it.
Color: the color of the badge on the conversation.
Show label in the sidebar: adds a shortcut in the conversations panel to see only the conversations that carry this label.
The sidebar option is worth a moment's thought. Turn it on for the few labels people check every day, such as complaint or vip, and leave it off for labels that mainly feed reports.
Use labels on conversations and contacts
In a conversation, the side panel has a Conversation labels section: type to search and click to add. On a contact, labels are added from the contact record, and they carry over as a filter for that person's conversations. So a contact labelled vip makes it easy to find every conversation with your VIP customers, whatever channel they used.
What labels power
Reports: Reports, Labels shows volume and times per label, so you can see how many complaints came in this week and how quickly they were handled.
Automations: a rule can add or remove labels based on an event, and use a label as a condition.
WhatsApp campaigns: campaigns choose their audience by labels.
AI lead qualification: the AI adds the labels lead-caliente, lead-tibio or lead-frío (hot, warm or cold lead).
This is where a small amount of discipline pays off. A label applied consistently becomes a report, a filter, a campaign audience and a trigger for automation, all at once.
Change or delete a label
Editing a label changes its name and color on every conversation that carries it, so you can tidy up names without relabelling anything by hand. Deleting a label removes it from all of them; the conversations themselves are not deleted.
A simple label scheme to start with
Topic: sale, support, billing, complaint.
Customer type: vip, wholesale, new-customer.
Source or campaign: one label per campaign you want to measure.
Lead temperature: leave these to AI lead qualification.
Keep the list short and write a description for each label. A dozen well-used labels are worth more than fifty that half the team forgets.
Common mistakes to avoid
Three habits quietly ruin a label scheme. The first is near duplicates, such as complaint and complaints, which split one report into two; edit one to match and delete the other. The second is labels that repeat what HellouOne already tracks, such as open or resolved, which the conversation status covers. The third is personal labels that only one agent understands. If a label has no description that the whole team would agree with, it probably should not exist.
How this works with HellouOne
Labels connect the pieces of the HellouOne shared inbox. Agents label conversations as they work, automations add and remove labels on their own, and the AI agent qualifies leads by labelling them. Those same labels then decide which customers receive a WhatsApp campaign and how your label reports look at the end of the week. Contact labels sit alongside the rest of the customer record described in Contacts in HellouOne.
Learn more in the help center: Etiquetas: clasificar conversaciones y contactos, part of the Account Settings guides.
