Labels
Labels help categorize and organize conversations, making it easy to track topics, priorities, and departments at a glance.
How to use Labels
- Create labels in Settings → Labels.
- Assign labels to conversations from the sidebar.
- Use labels for tracking topics, priorities, and departments.
- Labels appear as colored tags on conversations.
- Filter conversations by label to focus on specific categories.
Canned Responses
Pre-written message templates that help you reply to common questions quickly and consistently.
How to use Canned Responses
- Create canned responses in Settings → Canned Responses.
-
Use in conversations by typing
/followed by the shortcode. -
Supports template variables like
{{contact.name}}and{{agent.name}}. - Save time on repetitive replies by standardizing common answers.
Contacts
View and manage all your contacts in one central place with rich profile data and conversation history.
Contact Information
Each contact profile includes:
Contact Management
- Merge duplicate contacts to keep your data clean.
- Import and export contacts for bulk operations.
- Search and filter contacts to find who you need quickly.
Custom Attributes
Track additional information beyond standard fields to capture the data that matters most to your business.
Attribute Types
Two Kinds of Attributes
Conversation Attributes
Attached to individual conversations
Contact Attributes
Attached to contact profiles
Setup & Usage
- Create custom attributes in Settings → Custom Attributes.
- View and edit values in the conversation or contact sidebar.
Examples
CSAT Surveys
Customer Satisfaction surveys are automatically sent when conversations are resolved, helping you measure and improve support quality.
Setup & Configuration
- Enable per inbox: Settings → Inboxes → CSAT tab.
- Choose display options: Emoji scale or Star rating.
- Customize the survey message to match your brand voice.
- Set rules based on labels to control which conversations get surveys.
- View results in Reports → CSAT.
Priority Levels
Assign priority to conversations so your team can focus on what matters most.
Available Priority Levels
- Set priority from the conversation sidebar.
- Priority affects sorting order in conversation lists.
- Use with automation to auto-assign priorities based on conditions.
Message Signatures
Add a personal sign-off to your messages for a professional touch in every conversation.
Setup & Usage
- Set up in Personal Settings → Message Signature.
- Use the rich text editor to format your signature with bold, italic, links, and more.
- Toggle the signature on or off per message.
Note: Inline images in signatures only work in email and web chat channels.
Template Variables
Dynamic placeholders that auto-fill with real data, making your messages personalized at scale.
Syntax
Use the format {{variable.name}} to insert dynamic values.
Available Variables
| Category | Variables |
|---|---|
| Contact |
contact.name
contact.first_name
contact.last_name
contact.phone
contact.id
|
| Agent |
agent.name
agent.first_name
agent.last_name
|
| Conversation |
conversation.id
|
Fallback Text
Use a fallback value in case the variable is empty:
{{contact.first_name || 'there'}}
If contact.first_name is empty, "there" will be used instead (e.g., "Hi there").