WhatsApp Business labels: how to organise your customers

How to create and assign labels

• Android: long-press a chat, tap the label icon and pick a label or create a new one.
• iPhone: swipe the chat left, tap More, then Label chat.
• To manage them: Business tools has the list of labels, where you can rename, recolour or delete them.

The app comes with a few ready-made labels (new customer, new order, pending payment, paid, order complete) and you can add your own. A chat can have more than one. Labels also show on WhatsApp Web and linked devices.

Which labels to use

The rule that works is one label per thing you need to do, not per type of customer:

• Reply today for anything that can't wait.
• Quote sent so you follow up if there's no reply in two or three days.
• Thinking it over for a useful nudge a few days later.
• Pending payment and Customer so buyers don't get mixed up with enquiries.

Five or six is plenty. With fifteen, nobody remembers which to use and people stop using them.

Using labels day to day

Filter the chat list by label, for example Quote sent, and clear it every morning. That's where labels pay off. You can also use them to pick recipients for a broadcast list.

Where labels fall short

• They're set and changed by hand. One busy week and the system falls apart.
• They don't remind you: a Thinking it over label won't tell you to message on day four.
• With several numbers, each has its own labels and there's no shared view.
• You can't measure them: how many went from quote to customer, you count yourself.

Labels that set themselves

In MultiChats an AI agent reads each conversation and sets the contact's status: interested, thinking it over, not interested or customer. Follow-ups go out from that status, and all your numbers sit in one inbox. You can change any status by hand when the AI gets it wrong.

Frequently asked questions