Labels help you sort and filter conversations. Canned responses let you insert a saved reply in two keystrokes. Both are included on every plan, including Free.
Labels are short tags such as "billing", "urgent" or "VIP". You define them once, then apply them to conversations.
- Open Settings and choose Labels.
- Choose Add label.
- Give the label a name and a colour, then save.
- Open the conversation.
- In the contact panel, find Conversation Labels.
- Choose Add Labels and pick one or more labels. Use Remove label to take one off.
- Filtering the conversation list.
- Building a broadcast audience: in Broadcasts you can choose the audience By Labels, so a label such as "newsletter" becomes a reusable list.
- Automation rules that route, tag or assign conversations automatically.
- Reporting in Analytics.
Screenshot: the Conversation Labels section in the contact panel with two labels applied
A canned response is a saved reply with a short code. Typing the short code in the composer inserts the full text.
- Open Settings and choose Canned Responses.
- Choose Add Response.
- Enter a short code (for example
shipping) and the reply text, then save.
Keep short codes short and memorable. Your team will type them many times a day.
- Click into the composer.
- Type
/. A menu opens above the composer listing your canned responses.
- Keep typing to search, for example
/ship.
- Use the up and down arrow keys to move, then press Enter to insert. Press Esc to close the menu without inserting.
The menu shows the short code and a preview of the text. It works in Arabic and English, and it works in both the Reply and Private Note modes of the composer.
Screenshot: the composer with the "/" menu open and a canned response highlighted
- Write one canned response per language so agents can pick the right one for the customer.
- Canned responses are plain text you edit before sending. For WhatsApp messages outside the 24-hour window you need an approved template instead; use Send template in the conversation.
- Macros (in the contact panel) go further than canned responses: a macro can apply labels, change status and assign in one click.