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

Plain can apply labels automatically using AI. When creating or editing a label, turn on Can be applied by Plain AI to enable this.

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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.