Labels & Conditions

Cendra labels are conditional tags that automatically categorize conversations based on reservation data, guest behavior, and message content. Unlike tags (which are applied by AI based on message analysis), labels are applied automatically when specific conditions are met.

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How Labels Work

Labels use a condition builder to define rules. When a conversation matches the conditions, the label is automatically applied. Labels can then be used to:

• Filter conversations in the inbox
• Trigger AI Rules — apply specific guardrails only to labeled conversations
• Route conversations — direct labeled conversations to specific team members
• Track patterns — monitor how many conversations match each condition

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Label Configuration

Navigate to Agent Hub → Labels to create and manage labels: https://app.cendra.ai/labels Each label has:

• Name — descriptive label (e.g., “VIP Guest”, “Long Stay”, “Returning Guest”)
• Icon — emoji for visual identification

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Condition Builder

Labels use a visual condition builder with these fields:

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Operators

Each field type supports different operators:

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Example Labels

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Labels + AI Rules

Labels connect to AI Rules for conditional guardrail enforcement. When you create an AI Rule, you can restrict it to specific labels — the rule only applies when the conversation has that label. Example: Create a rule “Offer 10% discount for long stays” restricted to the “Long Stay” label. The AI only offers the discount when the guest’s reservation is 7+ nights.

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Managing Labels

1. Navigate to Agent Hub → Labels
2. Click Create Label
3. Set the name and icon
4. Add conditions using the visual builder
5. Save — the label takes effect immediately