Labels - Cognigy Documentation

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Live Agent has been put in maintenance mode. The product will continue to be maintained in the foreseeable future. Users can continue to fully rely on Live Agent being available. In future releases, only security updates and bug fixes will be provided; no new features will be released.

Labels are tags that help you to categorize and prioritize conversations, providing additional context and information about the content or status of each conversation. They can be used to create custom workflows, to make conversations easier to identify, filter, and organize. Only Administrators and Supervisors can create, edit, and delete labels.

Create Labels

To create a label within Live Agent, do the following:

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. In the settings column, select Labels.
4. At the top right of the window, click Add label.
5. In the Add label window, fill in the following fields:

• Label Name — a name for the label to identify its category. For example, Premium_Customer. The name can contain any characters but can’t start with = and must be at least 2 characters long.

  • Description — a brief explanation of the label’s meaning. For example, This issue needs to be handled with priority.
  • Level— a level of access to objects where the label is applicable. Select one of the following levels:

• Global — the label is available for all Teams and Inboxes.

  • Team — the label is available only for a specific Team. Select a Team from the Team list. Note that you cannot select multiple Teams.
  • Inbox — the label is available only for a specific Inbox. Select an Inbox from the Inbox list. Note that you cannot select multiple Inboxes.
  • Color — a color for the label to make it visually identifiable. Select your desired color, click the small square again to confirm your selection.
  • Show Label on Sidebar — the option determines whether a label will be displayed on the sidebar. By using the label on the sidebar, you can filter conversations.

6. Click Create.

The label will be created, appear under the Labels section on the sidebar, and will be available to add to Conversations.

It is good practice to assign meaningful names to labels and use selected colors to visually identify the categories or topics to which a conversation belongs.

Edit Labels

To edit a label within Live Agent, do the following:

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. In the settings column, select Labels.
4. On the Labels page, to the right of the label you want to change, click Edit.
5. In the Edit label window, update the fields as needed.
6. Click Edit.

The label fields and settings will be updated.

Delete Labels

To delete a label within Live Agent, do the following:

1. Go to Live Agent.
2. On the left side of the screen, select Settings.
3. In the settings column, select Labels.
4. On the Labels page, to the right of the label you want to delete, click Delete.
5. Confirm deletion by clicking Yes, Delete.

The label will be deleted and no longer appear under the Labels section on the sidebar, and will no longer be available to add to Conversations. Also, the label will be removed from the conversations where it was added earlier.

Add Labels to Conversations

To start using Labels in Conversations, go to Assign Labels.