How to Use Labels in MessageHub

Labels are a great way to keep your conversations organized in MessageHub. You can use them to categorize messages by urgency, topic, or any custom criteria that fits your workflow. For example, labels like “Urgent” or “Billing” make it easy to sort and prioritize conversations so nothing gets missed.

In this article, we’ll show you how to create, assign, and manage labels to help you stay on top of your customer conversations.

Requirements

• An active ClickFunnels account

• The MessageHub App.

What Are Labels?

Labels are customizable tags that help you categorize and manage conversations in MessageHub. Think of them as color-coded notes that make it easy to organize messages based on your specific needs.

Example Use Cases:

• Prioritization: Use labels like “Urgent” or “Follow-Up” to highlight time-sensitive conversations.

• Topics: Tag conversations with “Billing,” “Technical Support,” or “Product Inquiry” to group related messages.

• Team Workflow: Assign labels like “Escalated” or “Pending Review” to track conversations across teams.

By using labels, you can stay organized, streamline workflows, and quickly find the messages you need.

Creating Labels in MessageHub

1. In the MessageHub app, click the Settings ⚙ icon in the left sidebar and select Chat Labels.

2. Click Add Label.

3. Enter a Name, an optional Description, and choose a Color.

4. Check the box to show the label on sidebar, if needed.

5. Click Create to save your label.

Managing Labels in MessageHub

Once labels are created, you can manage them easily by editing or deleting as needed. Here's how:

1. Edit a Label

   • Hover over the label you want to edit and click the Edit  (pencil) icon.

   • Update the name, description, or color in the pop-up window.

   • If desired, check or uncheck the option to display the label on the sidebar.

   • Click Edit to save your changes.

2. Delete a Label

   • Hover over the label you want to remove and click the Delete (x) icon.

   • Confirm your decision in the prompt to permanently delete the label.

Assigning Labels to Conversations

1. Open the Conversation tab from the MessageHub dashboard and select a conversation from the list.

2. On the right-side panel under Conversation Labels, click + Add Labels.

3. In the dropdown, search for an existing label or scroll through the list to find the one you need.

4. Click on the desired label to assign it to the conversation. You can add multiple labels to the same conversation if needed.

Assigning Labels to Contacts

Labels can also be applied to contacts to help you categorize and manage them efficiently.

1. Open the Chat Contacts tab from the MessageHub sidebar.

2. Select a contact from the list to view their details.

3. Under the Contact Labels section, click + Add Labels.

4. In the dropdown, search for or scroll through the list to select a label. You can assign multiple labels to the same contact if needed.

5. The assigned labels will appear under the Contact Labels section.

Filtering Conversations and Contacts with Labels

Labels can be used to quickly filter both conversations and contacts, allowing you to narrow down data and focus on specific groups or topics. Here's how to do it:

Filtering Conversations

1. Open the Conversations tab in MessageHub.

2. From the Labels section on the left sidebar, click the label you want to filter by. For example, clicking #billing-query will display all conversations tagged with that label.

   

3. The conversation list will update to show only conversations that match your selected label.

Filtering Contacts

1. Open the Chat Contacts tab.

2. In the left sidebar under Tagged with, click the label you'd like to use as a filter. For example, selecting #bugs will display all contacts tagged with that label.

3. The contact list will update to show only contacts associated with the selected label.

Label Reports

Label reports help you analyze key metrics associated with specific labels, such as conversation volume, response times, and resolution rates. Here's how you can access and use these reports:

1. Go to Chat Reports → Labels and select the label you want to analyze from the dropdown.

2. Choose a time period from the Duration dropdown to view data for a specific range.

3. Hover over any metric title, like Conversations or Resolution Time, and click on it to see a detailed bar graph.

4. Use the Business Hours toggle to adjust the report to include only working hours.

5. Click the Download label reports button to save the data for sharing or future analysis.