## Overview

Classifying a conversation is what keeps support organized and reports trustworthy. There are four
dimensions: **assignment** (who's responsible), **status** (which stage it's in), **priority** (how urgent
it is) and **labels** (topical tags). All of them are available in the conversation's context panel.

## Prerequisites

- An open conversation in an inbox you have access to.
- Labels and teams created by the administrator (in Administration & Settings), to make the most of it.

## Step by step

1. Open the conversation and find the context panel (right column).
2. Under **Assignment**, set the responsible **agent** and, if applicable, the **team**.
3. Under **Status**, choose between **open**, **pending**, **snoozed** or **resolved**.
4. Under **Priority**, select the level (for example, urgent, high, medium, low, or none).
5. Under **Labels**, apply one or more tags to classify the topic (e.g., "sales", "support").
6. Without opening the conversation: right-click its card in the list, point to **Assign label** and
   use the submenu's **Search labels** field to find the label by name. Click it to apply; click it
   again to remove.
7. Changes take effect immediately and show up in queues, filters and reports.
8. When the assignee and team change together, the history records one activity with the final state.

## Settings & options

- **Manual or automatic assignment**: the inbox can distribute conversations automatically (round-robin/
  balanced) or leave it to the agents.
- **Status**: *open* (in progress), *pending* (waiting on something), *snoozed* (returns at the set time)
  and *resolved* (done).
- **List filter**: without a saved preference, the list opens on **Open**. Explicitly choose **All**
  when you also want resolved conversations; that choice is saved.
- **Priority**: helps order the queue and highlight urgent cases.
- **Labels**: created and managed by the administrator; used for reports and filters.
- **Label search in the context menu**: the **Assign label** submenu, opened by right-clicking the
  conversation card, has a search field that filters by the label **name** by subsequence: type a few
  letters of the name, in the order they appear, without typing the whole thing. The match is
  literal, so a typo will not find the label. Labels already applied to the conversation stay at the
  top of the list with a check mark, and each click toggles between applying and removing. When the
  search finds nothing, the submenu shows "No labels found". The same context
  menu also offers mark as read/unread, pin, change status, snooze, priority, agent, team, open in a
  new tab and copy link.

## Use cases

- Route a conversation to the right team and assign an owner.
- Mark as pending while waiting for information from the customer.
- Raise the priority of a critical case so it shows at the top of the queue.
- Tag conversations by topic to measure volume per subject.

## Tips, limits & best practices

- Standardize a lean set of labels — many rarely used tags get in the way of reports.
- Combine status + priority for an always-clear queue (what's urgent and what's open).
- Use macros and automations to apply assignment/labels in bulk, consistently.
- With many labels registered, the context menu's search field is the fastest route: it saves you
  scrolling the whole list and shows what's already applied to the conversation first.

## Troubleshooting

- **I can't pick a team/label**: it may not have been created — talk to an administrator.
- **The conversation wasn't auto-assigned**: check the inbox's assignment rule.
- **"Assign label" looks dimmed in the context menu**: the account has no labels yet — the submenu
  only opens when at least one exists. Ask an administrator to create them.
- **I applied a label and it disappeared from the list**: it didn't — it moved to the top of the
  submenu with a check mark beside it. Click it again to remove it.

## See also

- [Snooze, resolve and reopen conversations](/hc/ajuda/articles/conversations-snooze-resolver-reabrir-en)
- [Macros: automating sequences of actions](/hc/ajuda/articles/conversations-macros-en)
- [Custom filters and saved views](/hc/ajuda/articles/conversations-filtros-e-visoes-en)