Labels and filters

Labels let you categorize a conversation so you can find it again and group it with others. CRM tags do the same for contacts. Filters combine these criteria to give you custom views of your Inbox.

Filters and labels on contacts

Labels vs CRM tags

Reepli distinguishes two complementary systems.

Characteristic	Labels (conversations)	CRM tags (contacts)
Applies to	A specific conversation	A contact (all their conversations)
Visible in	Messages	Messages and the contact profile in Contacts
Color	Yes	No
Lifespan	Tied to the conversation	Permanent on the contact
Main use	Qualify an ongoing thread	Segment your contact base

When to use a label?

A label is occasional: it qualifies this conversation, not the contact in general.

Examples:

• "Urgent"
• "Complaint"
• "Quote in progress"
• "Delivery tracking"

When to use a CRM tag?

A tag is durable: it qualifies the contact regardless of the current topic.

Examples:

• "Premium customer"
• "Hot lead"
• "Newsletter subscriber"
• "Family" (for a personal coach)

For CRM tags, see Contacts - Tags.

Manage labels

Create a label

1. Open Messages or the label management page in Settings.
2. Click New label.
3. Fill in:
   • Name — for example "Urgent", "Quote".
   • Color — choose from the palette.
   • Description (optional) — specify when to use it.
4. Click Save.

Recommended color palette

Adopt a consistent color code to identify labels at a glance.

Color	Suggested use
Red	Urgent, critical
Orange	Pending, medium priority
Yellow	Additional information required
Green	Resolved, positive
Blue	General question
Purple	VIP, premium customer
Gray	Low priority

Edit or delete a label

1. Open the list of labels.
2. Click the label to edit (or the trash icon to delete).
3. Make your changes and save.

Edits propagate automatically to all conversations that carry this label. Deleting removes it from all conversations.

Apply labels

From the conversation thread

1. Open the conversation.
2. Click the label icon in the action bar.
3. Select one or more existing labels, or create a new one on the fly.
4. The label appears beneath the contact's name.

From the conversation list

1. Right-click the conversation, or open the actions menu (⋯).
2. Select Add a label.
3. Choose the label.

Bulk application

1. Check several conversations in the list.
2. Click Add a label in the bulk actions bar.
3. Select the label to apply to all of them.

Remove a label

1. Open the conversation.
2. Click the label to remove (beneath the contact's name or in the action bar).
3. Confirm.

Automatic labeling by the assistant

The AI assistant can apply labels automatically based on the detected intent. For example:

Enabled scenario	Applied label
Human handoff	"To be handled by operator"
Successful lead qualification	"Qualified lead"
Confirmed appointment booking	"Appointment booked"
Review request sent	"Review requested"

The applied label is visible in the thread with an "added by the assistant" indicator. You can remove or adjust these labels manually at any time.

Filter conversations

Quick filters

The sidebar offers pre-configured filters:

Filter	Shows
All	Active conversations
Unread	With unread messages
Pending	Conversations awaiting the contact's reply
Snoozed	Conversations temporarily paused
Resolved	Closed conversations
Labels	Conversations carrying a specific label

Click a label in the sidebar to filter the list to that single label. Click it again to turn off the filter.

Advanced filters

1. Click the filter icon (funnel) above the list.
2. Combine several criteria:

Criterion	Description
Status	To do, Pending, Resolved, Snoozed
Label	One or more labels
Contact CRM tag	Tag applied in Contacts
Period	Date range
Last activity	Less than 1 h, more than 24 h, etc.
Contact language	French, English, Arabic, etc.
Contains	Keyword in the messages

3. Click Apply.
4. Reset clears all filters.

Save a filter

1. Configure the criteria you want.
2. Click Save this filter.
3. Give it a descriptive name (for example "Quotes pending for more than 48 h").
4. The filter appears in the sidebar for quick access.

Tip

Create saved filters for the views you check daily. For example: "Conversations with the Urgent label", "Conversations pending for more than 24 h", "Qualified leads not followed up".

Use cases

Simple sales pipeline

Label	Color	Stage
New lead	Blue	First contact
Qualified	Yellow	Information gathered
Quote sent	Orange	Proposal sent
Won	Green	Sale closed
Lost	Gray	Not converted

Combined with the Snoozed status, you can follow up on a "Quote sent" after 48 h without cluttering your main view.

Complaint tracking

Label	Color	Action
Complaint	Red	Complaint in progress
Refund	Orange	Refund to process
Resolved	Green	Complaint closed

Multilingual support

Reepli detects the contact's language and displays it in the information panel. Combine the Language criterion with a label to filter conversations in a given language:

• Filter "Language: English + Label: Urgent" → urgent requests in English.
• Filter "Language: Arabic + Status: To do" → active conversations in Arabic.

Best practices

1. Limit the number of labels — 10 to 15 labels are enough for most businesses. Too many labels create confusion.
2. Use a color code — colors let you identify labels at a glance.
3. Document your labels — the description helps you know when to use each one.
4. Distinguish labels from CRM tags — labels for conversations, tags for contacts.
5. Combine with statuses — Snoozed + a "Quote" label = a scheduled follow-up without cluttering the main view.
6. Review regularly — delete unused labels and create new ones for new needs.

Next steps

• Google review request — automate the review request after a service.
• Manage conversations — statuses and lifecycle.
• Single-operator mode — the assistant as first responder.
• Overview — Inbox fundamentals.
• Contacts - CRM tags — contact segmentation.

Need help?

If you have an issue with labels or filters, contact support from the dashboard or at [email protected].