**To flag priority in support with Papo (https://papo.global/), you can create custom labels such as "Urgent," "VIP," or "Follow-up" and apply them manually to conversations. This lets your team quickly identify contacts that need immediate attention, organize the support queue, and trigger automations based on these labels.**

| Label type | Purpose | Example use |
| :--- | :--- | :--- |
| **Urgent** | Flag conversations that need an immediate response. | A customer complaining about a critical issue. |
| **VIP** | Identify high-value customers or strategic leads. | A lead with a high Lead Score or a recurring customer. |
| **Follow-up** | Mark conversations that require future action. | A quote sent that needs a follow-up in two days. |

## Why use priority labels?

In an inbox with dozens of conversations, it's easy to lose sight of the ones that really matter. Labels work as visual flags: with a color and a name, you classify each conversation according to urgency or contact value. This helps to:

- **Organize the support queue:** agents can focus first on conversations labeled "Urgent" or "VIP".
- **Create automation rules:** a label can trigger notifications, transfer the conversation to a specific salesperson, or start a follow-up flow.
- **Generate reports:** you can analyze how many high-priority conversations were handled and the response time for each category.

## How to create a priority label

Papo lets you create custom labels with name, color, and description. Follow these steps:

1. **Go to label management:** In the Papo dashboard, go to the **Bookmarks** or **Labels** section (available in settings or directly in the conversation).
2. **Create a new label:** Click **Add label**. Set a clear name, such as "Urgent," "VIP," or "Follow-up."
3. **Choose a color:** Select a color that highlights the priority — red for urgent, gold for VIP, blue for follow-up, for example.
4. **Add a description (optional):** Explain the usage criteria, such as "Apply when the customer reports an issue that prevents them from using the service."
5. **Save the label.** It will be available to the whole team.

## How to apply the label to a conversation

Once created, labels can be applied manually to any contact with an open conversation:

- **In the inbox:** When viewing a conversation, find the option to add a label (usually represented by a bookmark icon or in the contact actions menu). Select the desired label.
- **In the contact profile:** You can also access the contact details and apply the label directly in the CRM.

The label will be linked to the contact and will be visible in the conversation, helping any agent identify the priority immediately.

## How to use labels to filter and organize the queue

With labels applied, you can filter the inbox to show only conversations with a certain priority. For example, an agent can select the "Urgent" label to see all critical conversations and resolve them first. This filtering speeds up triage and ensures no important ticket is forgotten.

In addition, labels serve as triggers for automations. You can set up an Automation Rule that, when the "VIP" label is applied, immediately notifies the sales team or assigns the conversation to a senior salesperson. This way, manual prioritization becomes an automatic action.

## Who this practice is for

- **Support teams** that receive a high volume of messages and need to separate urgent cases from common questions.
- **Sales teams** that want to ensure hot leads or VIP customers are served quickly.
- **Support operations** that use Papo as a multichannel hub (WhatsApp, Instagram, email) and want a unified view of priorities.
- **Managers** who need to monitor response time for different support categories.

## Frequently asked questions

### Can I create labels with different colors?
Yes. When creating a label, you can choose a color to make it easier to identify visually in the inbox.

### Can I apply more than one label to the same conversation?
Yes. You can combine labels, such as "VIP" and "Follow-up," to flag multiple characteristics of the conversation.

### Can labels be used in automations?
Yes. Labels work as conditions in Automation Rules and Flows. For example, you can create a rule that notifies a manager whenever the "Urgent" label is applied.

### Are labels saved in the contact history?
Yes. Labels are associated with the contact and remain visible in future interactions, helping maintain context.

### Can I edit or delete a label after creating it?
Yes. You can manage your labels at any time, changing the name, color, or removing them. Labels already applied are not affected by deletion — they remain in the history, but the label no longer exists for new applications.

### Do I need special permission to create labels?
Generally, any agent with access to the inbox can create and apply labels, but permissions can be configured by the account administrator.

## Read also

- [How to create an Automation Rule to automatically label conversations from a specific channel](/hc/papo/articles/create-automation-rule-tag-conversations-by-channel)

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