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
Label Configuration
Navigate to Agent Hub → Labels to create and manage labels.
- Name — descriptive label (e.g., “VIP Guest”, “Long Stay”, “Returning Guest”)
- Icon — emoji for visual identification
Condition Builder
Labels use a visual condition builder with these fields:| Field | Type | Example conditions |
|---|---|---|
| numberOfNights | Number | Greater than 7 (long-stay guests) |
| message | String | Contains “complaint”, starts with “urgent” |
| category | Enum | Equals “VIP”, equals “inquiry” |
| source | String | Equals “Airbnb”, equals “Booking.com” |
| propertyId | Property list | Equals specific property |
| metadata | String | Contains custom data |
| isReturning | Boolean | Equals true (returning guest) |
| checkInDate | Date | Greater than today, less than next week |
Operators
Each field type supports different operators:| Field type | Available operators |
|---|---|
| String | equals, not equals, contains, not contains, starts with, ends with, regex, empty, not empty |
| Number | equals, greater than, less than |
| Enum | equals, not equals, in, not in, empty, not empty |
| Boolean | equals, not equals |
| Date | equals, greater than, less than, empty, not empty |
Example Labels
| Label | Condition | Use case |
|---|---|---|
| VIP Guest | category equals “vip” | Apply premium service rules |
| Long Stay | numberOfNights greater than 7 | Different communication style for extended stays |
| Returning Guest | isReturning equals true | Personalized welcome, skip routine instructions |
| Airbnb Booking | source equals “Airbnb” | Channel-specific procedures |
| Last-Minute | checkInDate less than tomorrow | Urgent pre-arrival communication |
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.Managing Labels
- Navigate to Agent Hub → Labels
- Click Create Label
- Set the name and icon
- Add conditions using the visual builder
- Save — the label takes effect immediately