Labels are a way of categorizing the main topics of your chats. Which labels you choose from are set after your own choosing when setting up your account. If you miss a label, please contact the your company's Imbox administrator. A chat can be given a label in two ways. Either by choosing a label in the Details field, below the heading Labels & Tags:

You can also label a chat when you close it, as long as you have activated that function. You find the setting by going to Settings > Messages > Remind me to set a label when I close a conversation. If a label hasn't been given when closing the conversation, the client will remind you and ask for a label.

The labels help you in your strategically work when following up your most frequently asked questions. Maybe you're able to prevent them in the future by adding the information on your website?