Overview
This is a paid feature
This module can be activated in the contracting company for a fee.
If you have any questions regarding this feature, please reach out to your contact person or our support team, they are happy to help.
What are labels?
Customer Labels allow you to tag and organize customers with customizable labels. These labels help you quickly identify customer status, categories, or any special characteristics related to your support cases and customer management.
Labels come in two types:
System Labels (not yet available): System labels are visible also without the activation of the module. Predefined labels that cannot be edited or deleted. They always appear at the top of the label list and can be manually added or removed from customers with the appropriate user rights.
Custom Labels: Labels created and managed by you. You can define the title, color, and category for each custom label. Custom labels can be edited or deleted as long as they are not assigned to any customer.
Benefits
Improved Visibility: Instantly identify important customer characteristics at a glance
Flexible Customization: Create labels that match your specific business needs with custom colors and titles
Enhanced Team Communication: Ensure all team members have the same understanding of customer status
Streamlined Workflow: Speed up customer support and management processes with visual identifiers
Complete Transparency: Track all label-related activities in the customer's activity log
Use cases
Customer labels can be used in various scenarios to improve your customer management and the work of your customer support team:
Special customers: Assign labels such as “special conditions” or “B2B” to mark special customers.
Customer status: Mark customers with labels such as “new customer,” “at risk,” or “churn.”
Mark escalations and special cases: If a customer has complained or a problem has escalated, support can assign a label such as “Goodwill solution agreed” or “Escalation to manager.” Any employee who contacts this customer later or if the customer calls support again will immediately see that caution is required.
Payment status: Identify customers with labels such as “Payment problems,” “Outstanding payment,” or “Invoice being reviewed.”
Configuration
User Rights
Make sure to enable the user rights for creating, editing and deleting labels for your user group.
1 Create custom labels
To create a new custom label in the Merchant Backend:
Navigate to Settings → Identifiers → Labels.
In the action bar, click on Create Label.
Enter the following details:
Title: Choose a descriptive name for your label
Unique Id: The unique identifier of the label to be able to allocate the label.
Category: Assign the label to a category (currently only "Customer" is available)
Color: Select from preset colors or define your own custom color
Click Save.
Your label is now available for assignment to customers.
Editing labels: You can edit any custom label's details at any time by clicking on “Edit” in the Commands column.
Deleting labels: Custom labels can only be deleted if they are not currently assigned to any customer.
2 Prioritize labels (optional)
You can control how labels are displayed and prioritized.
Selected labels will always stay visible on the customer dashboard, regardless of how many labels are assigned. Non-selected labels may be hidden in an expandable section. By default, up to 10 labels are visible (except if there is more than 10 prioritized labels). Any additional non-prioritized labels are moved into the expandable section.
To configure label prioritization, access the label settings:
Open Settings → Identifiers → Labels.
In the action bar, click on Edit Label Prioritization.
Use the drop-down to select the labels you want to prioritize.
Click on Save.
In the overview, the labels are sorted into “Priority Labels” and “Non Priority Labels”.
3 Assign custom labels to customer
To assign labels to a customer:
Open menu item Customers.
Open the Customer Dashboard for the relevant customer by clicking on the customer.
Locate the labels section in the cockpit tab at the top left.
Under Customer Labels, click to add labels.
Select the labels you want to assign.
To remove labels from a customer, follow steps 1-3 from assigning the label, then:
Under Customer Labels, click into the label field.
Click on the X to remove the label.
Tips:
If no labels are assigned, you'll see the message: "The customer doesn't have any labels assigned yet."
If there are more than 10 labels assigned, you can expand the view to see all labels
The order of labels is defined by the system but can be influenced through the "Priorization" setting
Only users with appropriate permissions can assign or remove labels from customers
Activity logging: Every action (adding or removing a label) is automatically logged in the customer's activity log, including the date, user, label details, and action type.
🔜 Coming soon
We're continuously expanding the Labels feature. Here's what you can expect in future updates:
Additional Label Categories: While currently only the "Customer" category is available, we will be adding more categories such as "Subscription" in the future. This will allow you to use labels across multiple areas of the platform for even better organization and workflow optimization.
System Labels Expansion: We're developing a range of predefined system labels based on common use cases. These will be rolled out as we identify the most valuable labels that benefit merchant workflows. Stay tuned for updates as we expand this functionality.