# Labels
| Item | Details |
|—|—|
| Who it is for | Administrators maintain; agents apply labels on conversations / contacts |
| Menu location | **Settings → Labels**; Conversations / Contacts sidebars also list labels marked “Show in sidebar” |
| Plan dependency | Usually on by default |
Labels are coloured keywords for classifying conversations and contacts — used in filters, automation and reports.
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## 1. Creating a label
1. **Settings → Labels → Add**.
2. Enter name, colour and description.
3. Optionally tick **Show in sidebar** for one-click filtering.
4. If automation or macros reference the name, check those rules after renaming.
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## 2. Usage
– Pick labels from the conversation title bar or sidebar; multi-select is allowed.
– Contact detail pages can take labels too.
– Automation, macros and Captain scenarios can “add / remove label”.
Agree a controlled vocabulary, for example `refund`, `bug`, `VIP`, `awaiting-finance`, so synonyms do not split your reports.
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## 3. Reports
**Reports → Labels** shows volume by label. Cleaner tagging makes reports more useful.
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## 4. Frequently asked questions
**If I delete a label, do conversations remain?** Yes — only the label is gone.
**Label missing from the sidebar?** “Show in sidebar” is off, or no conversation uses it yet (you can still open it from Settings).
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## Related articles
– [Conversation workspace](3-conversation-workbench)
– [Automation](.18-automation
– [Reports](.10-reports