Labels

Labels categorize threads so your team can see what each one is about at a glance. Use them to prioritize, route, and report on customer requests across the queue. To manage labels, open the command palette with ⌘ + K and search for Manage labels, or go to Settings → Labels.

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Apply a label

1. Open the thread.
2. Click Labels in the thread sidebar.
3. Search for or select a label from the list.

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Organize labels

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Nested labels

Labels support up to three levels of hierarchy. When a label is applied, all of its parent labels are applied automatically. Use nesting to group related labels: for example, Billing > Refund or Bug > Critical.

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Team labels

In Plain, teams are defined through labels. A team label represents a team or functional group in your workspace, applying it signals ownership and enables team-based routing, filtering, and assignment. Common examples: Support, Payments, Onboarding, Enterprise.

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Automate labels

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AI auto-labeling

In the Add labels workflow action, set Mode to AI selected to let AI choose labels. AI selects from the labels with Can be applied by Plain AI turned on. Turn the setting off when creating or editing a label to exclude it from AI selection. See AI triage.

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Workflows

Labels can be set to automatically apply based on conditions using Workflows. For example, you could automatically apply a label like Churn risk whenever a thread mentions cancellation.

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API

Labels can also be applied programmatically using Plain’s GraphQL API.