> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cura.so/llms.txt
> Use this file to discover all available pages before exploring further.

# Labels and priority

> 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.

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.

## Before you begin

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

***

<Steps>
  <Step title="Open Conversation actions">
    In the details panel, expand **Conversation actions**. This is where you set the handler, owner, priority, and labels for the conversation.

    <Frame>
      <img src="https://mintcdn.com/cura-2d9288ab/mTvBrm7WZR5GpnU1/images/inbox/conversation-view.png?fit=max&auto=format&n=mTvBrm7WZR5GpnU1&q=85&s=a99df187675e9518aabeb14dbfdd95ad" alt="The conversation actions panel in Cura with priority and labels" width="2880" height="1560" data-path="images/inbox/conversation-view.png" />
    </Frame>
  </Step>

  <Step title="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.

    <Tip>
      Reserve **Urgent** for conversations that genuinely can't wait — an unhappy customer, a same-day booking question. If everything is urgent, nothing is.
    </Tip>
  </Step>

  <Step title="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.

    <Check>You've organized the conversation — it's now easy to find and prioritize.</Check>
  </Step>

  <Step title="Remove a label">
    Labels show as small tags on the conversation. To remove one, click the **✕** on the tag.

    <Note>
      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.
    </Note>
  </Step>
</Steps>

***

### Related articles

* [The Inbox explained](/inbox/the-inbox-explained)
* [Reading and filtering conversations](/inbox/reading-and-filtering)
* [Assigning conversations to teammates](/inbox/assigning-conversations)
* [Resolving, snoozing, and reopening](/inbox/resolving-snoozing-and-reopening)