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By the end of this guide, you’ll be able to tag conversations with labels and set a priority — so your team can sort, spot, and act on the right conversations first. As volume grows, a flat list of conversations gets noisy. Labels let you group conversations by topic or campaign; priority tells your team which ones can’t wait.

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Before you begin

  • Open a conversation in the Inbox.
  • Open the details panel on the right to find Conversation actions.
1

Open Conversation actions

In the details panel, expand Conversation actions. This is where you set the handler, owner, priority, and labels for the conversation.
The conversation actions panel in Cura with priority and labels
2

Set a priority

Find the Priority selector and choose a level:
  • None — no special urgency (the default).
  • Low — can wait.
  • Medium — handle in good time.
  • High — handle soon.
  • Urgent — needs attention now.
The priority shows on the conversation so anyone on the team can see it at a glance.
Reserve Urgent for conversations that genuinely can’t wait — an unhappy customer, a same-day booking question. If everything is urgent, nothing is.
3

Add a label

Under Label, you can tag the conversation with anything useful — a topic, a service, a campaign.
  • Use an existing label: click Add, then pick one from the list.
  • Create a new one: type a name and choose Create ”…”. It’s saved for next time, so your labels stay consistent across the team.
You’ve organized the conversation — it’s now easy to find and prioritize.
4

Remove a label

Labels show as small tags on the conversation. To remove one, click the ✕ on the tag.
Some labels are applied automatically by Cura — for example, when the AI escalates a conversation for a human. These help you spot conversations that need a person.