Documentation Index
Fetch the complete documentation index at: https://docs.cendra.ai/llms.txt
Use this file to discover all available pages before exploring further.
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.
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: https://app.cendra.ai/labels
Each label has:
- 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
