> ## 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.

# Labels & Conditions

> Cendra labels are conditional tags that automatically categorize conversations based on reservation data, guest behavior, and message content. Labels use a visual condition builder with 8 fields and 12+ operators.

Cendra labels are conditional tags that automatically categorize conversations based on reservation data, guest behavior, and message content. Unlike [tags](/ai-agents/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](https://app.cendra.ai/labels)

<Frame caption="Labels page — emoji-tagged labels for organizing conversations">
  <img src="https://mintcdn.com/botelaiinc/8mqmF829G5YGubLh/images/09-labels.png?fit=max&auto=format&n=8mqmF829G5YGubLh&q=85&s=3685201940aeaa0e530dd3dac59b3b9c" width="3396" height="1774" data-path="images/09-labels.png" />
</Frame>

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](/ai-agents/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

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