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Organize & Group Conversations With Labels in MessageDesk

Labels help you sort, find, and manage conversations fast—without creating complicated folder structures. A label is a small badge made of text + color + icon that you can apply to any conversation.

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Why Use Labels?

  • Stay organized: Group related conversations across teams and topics.
  • Work faster: Scan your inbox and spot priorities by color/icon.
  • Report & review: Filter by label to see everything for a project, region, or status.
  • Keep it simple: Add or remove labels anytime—no impact on message delivery.
Good to know: You can add multiple labels to the same conversation.

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Common Label Ideas (by Team)

Logistics / Dispatch
  • Drivers – conversations with field staff
  • Region: North / Region: South – geographic routing
  • Urgent – time-sensitive jobs
HR
  • Benefits – questions and announcements
  • New hire – onboarding conversations
Support / Success
  • Support – active cases
  • Review-ready – happy customers to invite for a review
  • Bug – product issues to track
Sales / Ops
  • Proposal – outstanding quotes
  • Order – order updates
  • Won / Lost – quick stage markers
Tip: Use a short prefix for clarity (e.g., HR: New hire, Sales: Proposal, Support: Bug).

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Label a Conversation (from the Inbox)

  1. Open a conversation.
  2. Click the Label icon (top-right of the thread).
  3. Check one or more labels to apply them.
  4. Close the menu—the labels appear above the thread and in the conversation list.
Remove a label: Reopen the Label menu and uncheck it. Inbox Labels Menu Pn Once you label a conversation, you’ll see all conversation labels associated with that conversation in the Inbox conversations view. Inbox Labeled Conversations Pn

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Create & Edit Labels (Quickly from the Message Thread)

  1. Open a conversation → click the Label icon.
  2. Click Create label (or Edit labels).
  3. Set Name, Color, and Icon → Save.
Best practice: Keep names short and scannable. Prefer Proposal – ACME over All proposals currently outstanding for ACME Corp.

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Create & Manage Labels (Workspace Settings)

Admins can manage labels for everyone.
  1. Go to Account → Settings.
  2. Under Workspace Settings, open Inbox Settings → Labels.
  3. Create, rename, change color/icon, or remove labels.
Reorder label appearance: Update your Inbox layout in settings to control label order in lists.
Heads up: Renaming a label updates it everywhere it’s used.
Settings Labels Pn Settings Create Edit Label Pn
Tip: Need to reorganize or reorder the way labels appear in your inbox? You can adjust their order by updating your inbox layout in settings.

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Find Conversations by Label

  • Open your Inbox and use the filter/search to show conversations with a specific label.
  • Save common filters (e.g., Support + Urgent) as a view, so your team can jump in fast.
  • Keep it short: 1–2 words or a word + emoji/icon.
  • Use prefixes: HR:, Ops:, Sales:, Support:.
  • Color with intent:
    • Green = success/ready
    • Yellow = waiting/attention
    • Red = urgent/blocker
  • Avoid duplicates: One meaning per label name.
Examples
  • Support: Urgent
  • Sales: Proposal
  • Ops: Region – West
  • HR: New hire
  • Review-ready

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Frequently Asked Label Questions

Can I apply more than one label to a conversation?
Yes. Apply as many as you need. Do labels affect who can see a conversation or whether messages send?
No. Labels don’t change permissions or deliverability—they’re for organization and filtering only. Can I edit or delete a label later?
Yes. Edit the name/color/icon anytime from Inbox (Label menu) or Workspace Settings. Deleting/archiving a label removes it from conversations. Can I filter by more than one label at a time?
Yes. Combine labels in a filter to narrow your view (e.g., Support + Urgent).

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Troubleshooting

  • I don’t see the Label icon.
    Make sure you’re inside a conversation, not just the inbox list. If it’s still missing, check your workspace permissions.
  • I created a label, but teammates can’t find it.
    Ask them to refresh the inbox. Confirm you created it in Workspace Settings if it should be available to everyone.
  • We have too many similar labels.
    Standardize names with prefixes, merge duplicates (rename to the preferred label, then archive the old one), and document your naming rules in a short internal note.