Custom Lead Labels let you organize, categorize, and prioritize leads based on their responses and level of interest. This feature is available on the Hyper Growth or above plans.
This guide explains how to create, manage, and use custom lead labels to better organize your conversations and streamline lead management.
Note: Only positive custom labels count as opportunities.
Creating Custom Lead Labels
Create Labels from Unibox
Go to Unibox
Click on the lead's email conversation
In the top-right corner of the conversation, click the Lead Status dropdown
Select "Create Label"
Enter Label Name and Description
(Optional) Enable Use AI to allow AI to automatically apply this label to future incoming replies that match the label
Choose interest status (Interest status can't be changed once the label is created)
Positive
Neutral
Negative
Click "Create"
Create Labels from Account Settings
Go to the Lead Labels tab
Click "Create New" button
Enter label name and description
Use AI: Enable this to allow AI to automatically apply this label to incoming replies. The AI reads the label description and uses it to determine whether a reply matches the label criteria.
Choose interest status (Interest status can't be changed once the label is created)
Positive
Neutral
Negative
Click "Create"
Using Custom Labels in Unibox
Use the Status filter in the left sidebar to view conversations by their current lead status.
Managing Custom Labels
AI Settings
AI Settings let you control which lead labels AI can automatically apply to incoming replies.
Go to the Lead Labels tab
Click the AI Settings (sliders) icon or click the AI settings icon
Configure the available options:
Update existing lead labels with AI – When enabled, AI can replace a lead’s current label with a more appropriate one based on the latest reply
In-Built Labels – Enable or disable the default lead labels that AI can apply
Custom Labels – Enable or disable individual custom labels for AI classification
Close the panel when you’re finished. Your changes are saved automatically
Note: AI will only apply custom labels that have Use with AI enabled.
Editing Existing Labels
Go to the Lead Labels tab
Find the label to edit
Click the "Pencil" icon next to the label
Update the Label Name or Description
Interest status can't be changed once the label is created
Click "Update" to save changes
Deleting Labels
Click "Trash" icon next to label
Select a new label to reassign any leads currently using the label. This ensures those leads remain categorized and are not left without a status after the label is deleted
Click "Delete Lead Label"
The custom label will be removed from your workspace, and all affected leads will automatically be reassigned to the selected label.
Only custom labels that you create can be deleted. Built-in system lead statuses cannot be deleted.
