Labels

Pippa Updated by Pippa

Soon your chat service will be buzzing with messages! We show you how to use labels to help you organise your content and conversations.

In Turn.io, labels are colourful tags that are mostly used to:

  1. Categorise user conversations.
  2. Assign meaning to your preloaded content.
  3. Analyse your message categories.

The labels you choose will be very specific to your context. What works for one chat service or team wouldn’t necessarily work for another. Your context and priorities are best defined by you.

Let’s look at a few examples to explain the different ways of using labels:

1. Categorise user conversations

Labels are most often used to add meaning to conversations that you’re having with users. Here’s how these labels work:

  • Once your chat service is up and running, your conversations will be grouped in the “Inbox” section of Turn.io. Click on “All chats” to see more.
  • When you hover your mouse on top of each user’s message to you, you’ll notice a little label icon. If you click on this, your preloaded labels will appear. You can also click Manage labels here.

Let's show you how to add, remove, edit, or delete a label.

  • If a user has asked a question, you can add a “question” label, for example. If they’ve asked to opt-out of your service, you can label them “opt-out”, and so forth. 
  • If you now go back to your “Inbox”, you’ll notice that all user conversations that have been labelled “question” or “opt-out” will be grouped in a collection. There are a few collections that are set up by default, but you can make your own label-based collection.
  • These custom collections can now be used to prioritise and organise your platform for easy answering. For example, one of your coaches could be put in charge of answering all messages labelled “question”, while another coach could deal with all users who would like to “opt-out”. 

2. Assign meaning to your Journey messages or Handovers

We saw how you can manually classify your contact messages in the Inbox, but if you already have a bot service, our Journeys, you might also want to assign labels to certain contacts' choices during a Journey. For example,you can add a label for when a contact chooses to talk to a Human/Operator.

Here’s how:

  • In the Journey, add a card Route to Operator: click on the card to open the side menu. In the Behavior section, add a label to this card.
  • This label will now be assigned to your contact choice: Talk to human (in this example). It will also remain in your list of labels for future use.
  • In the same way, you can use labels to categorise and find all your content. You have the option to filter by labels and create a Collection with this label.
    Adding a label can be achieved with the add_label() function in a code block

3. Analyse your message categories

Turn.io has developed an API that allows you to pull data for messages with labels. This means that you can, for example, analyse how many questions you’ve had on a specific topic.

To use this functionality, you'll need a technical team member who is comfortable with working with APIs. ​​​​

You can read more about this extension in our label retrieval API documentation.

We hope that you’re starting to see the power of your new chat service.

Was this article helpful?

Search and Collections

The Reply Box

Contact