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How to Organise Conversations with Labels in Engage

This article guides you through organising your Engage inbox with labels. Labels are colour-coded tags — such as "New patient", "Aftercare" or "Urgent" — that you create once, apply to any conversation, and then use to filter your inbox so the right conversations are always one click away.

Step 1: Open the New Label Form

In the navigation rail on the left of the Engage inbox, find the Labels section and click the + button (New label) next to the section header. An inline form appears directly in the rail.

Step 2: Name Your Label and Pick a Colour

Type a name into the Label name field (up to 40 characters) and pick one of the six colour swatches — the first colour is pre-selected for you. Click Add to save the label; you can also press Enter to save, or Escape to cancel.

The inline New label form open in the navigation rail, with a label name typed, a colour swatch selected, and the Add button

A confirmation appears once the label is created, and it immediately shows in the Labels section of the rail with its colour dot.

NOTE: Each label name must be unique. If you enter a name that already exists, Engage shows "That label name is taken" — choose a different name and click Add again.

Step 3: Apply a Label to a Conversation

Open the conversation you want to organise, then click the tag icon (Apply label) in the conversation header. The Labels menu opens, listing every label with its colour dot. Click a label to apply it — a "Label applied" confirmation appears, and the tag icon in the header gains a coloured dot so you can see at a glance that the conversation is labelled.

The Labels menu open from the conversation header, showing three colour-coded labels with a check mark on the applied label

You can apply more than one label to the same conversation — hover over the tag icon to see how many labels are applied.

NOTE: If the menu shows "No labels yet - create one from the sidebar.", you haven't created any labels yet — follow Steps 1 and 2 first.

Step 4: Filter Your Inbox by Label

Click any label in the Labels section of the navigation rail to filter the conversation list to only the conversations carrying that label. The number next to each label shows how many open conversations currently carry it, so you can spot a growing "Urgent" queue without opening anything.

The navigation rail's Labels section showing three colour-coded labels with the number of conversations carrying each one

To go back to the full inbox, click All conversations at the top of the rail.

TIP: Labels work alongside the other rail filters such as Unread, Starred, Mine and Unassigned. We suggest reading our How to Filter, Search and Sort Conversations in Engage article for the other ways to narrow down your conversation list.

Step 5: Remove a Label from a Conversation

The rows in the Labels menu work as toggles. To remove a label, open the conversation, click the tag icon in the header, and click the applied label (marked with a check mark). A "Label removed" confirmation appears and the conversation drops out of that label's filter.

NOTE: Removing a label from a conversation does not delete the label itself — it stays in the navigation rail, ready to be applied to other conversations.

Labels are free to create and use. Teams often pair labels with conversation assignment to manage who handles what — we suggest reading our How to Assign Conversations to Team Members in Engage article for that side of inbox organisation.

For more guides, refer to related articles below, select additional guides, or use the search bar at the top of the page. These guides will help you get the most out of your Pabau account.

Additionally, to help you fully utilize and understand your Pabau account, we recommend exploring additional guides and resources offered at the Pabau Academy.