Labels let you add your own business logic on top of your botBrains data. While Topics automatically cluster conversations by content, labels are tags you apply manually or via Triggers - for review workflows, customer segments, quality tracking, or anything else your team needs.
Labels are project-specific. Each label has a name, an entity type (conversation, message, or user), and a usage count.
Applying Labels
You create labels on the fly - just start typing a name in the label picker and it joins your project. No separate creation step needed.
On conversations - open a conversation and use the label section in the right sidebar, or select one or more conversations from the conversation list and click the label icon in the bulk-action toolbar.
On messages - hover over a message in the conversation detail view and click the tag icon.
On users - open a user profile and apply labels like “VIP”, “Beta Tester”, or “Enterprise”. User labels appear across all their conversations.
Label names are case-insensitive for matching but preserve the original capitalization. “VIP Customer” and “vip customer” are the same label.
Filtering by Labels
Use the label filter on the conversations page or in Metrics to narrow your view. Each label cycles through three states:
| State | Icon | Effect |
|---|
| Unselected | Gray | No filtering on this label |
| Has | Green plus | Only show entities with this label |
| Not | Red minus | Hide entities with this label |
Managing Labels
Open the labels page to see all labels in your project, sorted by usage count. From there you can:
- Click a usage count to navigate to a filtered view of all entities with that label
- Delete a label with the trash icon - this removes the label from all entities and cannot be undone
Use consistent naming conventions with prefixes for grouping: “Review: Alice”, “Priority: High”, “Bug: Confirmed”. This keeps labels sortable and scannable as your system grows.
Next Steps
- Conversations - Filter and review labeled conversations
- Topics - Combine automatic topic detection with manual labels
- Triggers - Assign or remove labels automatically based on rules
- Metrics - Filter dashboards by labels to measure segment performance
- Data Export - Export conversations with label data
