Conversation labels and categories
Labels are tags you assign to calls and conversations. They let you group calls by topic, outcome, deal stage, or any classification that is useful for your team. Categories are the groupings that labels belong to — they keep your label list organised as it grows.
Go to Settings > Analysis > Labels to manage labels and their categories.
Labels and categories
A label is a single tag — for example, "Pricing Discussion", "Competitor Mentioned", or "Follow-Up Required". A category is a broader group that labels are organised under — for example, a "Call Outcome" category might contain labels like "Closed Won", "Closed Lost", and "No Decision".
When you create a label, you assign it to one or more categories. Categories are managed separately in the system. You can create new categories from within the label creation form by typing a name that does not already exist.
Applying labels to calls
Labels can be applied manually from the call page or automatically through rules. Once applied, they appear as chips on the call record. Team members with access to that call can see which labels have been applied.
Using labels in filters and Insights
Labels are available as filters across the platform:
- Conversations list — filter the call list by one or more labels to find all calls of a given type
- Insights — filter analytics views by label to compare performance across call types
- Deal intelligence — see which labels appear most on calls linked to won or lost deals
Labels give you a way to segment calls beyond what date filters and CRM fields can do — useful for tracking a specific campaign, a new objection pattern, or a product change and how it shows up in conversations.
Managing labels
From the Labels settings page you can:
- Create a new label with a name and one or more categories
- Edit an existing label to change its name or category assignments
- Delete a label (labels already applied to calls are removed from those calls when the label is deleted)
- Search the label list by name
Labels are workspace-wide. Any admin can create or delete labels. Changes apply immediately across the platform.
If you need help, contact us at support@outdoo.ai.