Labels
Labels are colored tags you put on customers, such as "VIP", "New Customer" or "Follow Up". They help your team see at a glance who a customer is, and let you filter the chat list to find them again.
Before you start
You need permission to view labels, and to create, edit or delete them. See Roles & permissions.
Where labels are used
| Where | What you can do |
|---|---|
| A chat | Open the Labels option in the chat header to tick or untick labels for that customer. The labels then show on the chat. See Chatting. |
| The chat list | Filter by Label shows only chats with the labels you pick. |
| Bots | The Add To Label step puts a label on the customer automatically, for example when they choose "I want a quote". See Bot Factory. |
A label belongs to the customer, not to one message, so it stays on them across all their chats.
Open the Labels page
In the sidebar, open Administration and click Labels. You see two lists:
- Default Labels: labels that come with Midlr. They are marked Default and Read-only, so you can use them but not change them.
- Your Labels: labels your business made.
Create a label
- Click Add New Label.
- Type a Label Name, for example "VIP".
- Pick a Label Color, or click Pick a custom color for any color you like.
- Check the Preview, then click Create Label.
TIP
Keep the list short and agree on names with your team. Five clear labels are more useful than thirty that overlap.
Edit a label
Click Edit on the label, change the name or color, and click Save Changes. Every customer with that label shows the new name and color.
Change the order of your labels
Drag your labels up or down in the Your Labels list. The new order is saved straight away.
The order applies to this page only. Other label lists, such as the Labels option in a chat, Filter by Label and the bot's Add To Label step, don't follow it.
Delete a label
- Click Delete on the label.
- Click Yes, delete it.
WARNING
Deleting a label removes it from every customer who had it. This can't be undone.
If a bot's Add To Label step uses the label, the bot stops at that step: customers who reach it get nothing after it. In the bot editor, the step shows Previously selected label is no longer available. Pick another label in that step and save the bot.