# Smart Labels

> Have the AI tag incoming comments, DMs, emails, and live chats by topic, so you can sort and automate them.

Source: https://brandwise.ai/help/ai-knowledge-base/smart-labels
Last updated: 2026-09-30

Smart Labels are categories you describe in plain words, like "Refund requests" or "Positive reviews". The AI reads each incoming conversation and applies the label that fits, so you can filter your inbox, spot urgent messages, and run automations by topic.

## Create a label

1. Go to **AI Assistant > Smart Labels**.
2. Click **Add Label**.
3. Enter a **Title**, like "Positive Reviews".
4. Write a **Description** of what belongs under this label. The AI matches conversations against it, so be specific about what does and doesn't belong.
5. Under **Channels**, choose where to use it: **Comments**, **Email**, **DMs**, and **Live chat**.
6. Pick a **Color**.
7. Turn on **High priority** if matching conversations should sit at the top of the inbox.
8. Click **Save Label**.

The AI starts labeling new conversations on the channels you picked.

> **Tip:** A good description names examples and edge cases. "Customers asking to return or refund an order, including damaged items. Not questions about exchanges." works better than "Refunds".

## Manage your labels

On the **Smart Labels** page you can search labels and filter by channel. Each row has:

- A toggle to disable or enable the label without deleting it.
- **Edit** to change any setting, then **Save changes**.
- **Delete** to remove the label.

You can also ask [Obie](https://brandwise.ai/help/obie/making-changes-with-obie) to create or edit labels for you.

## Use labels in the inbox

- Filter any inbox by **Smart label** to see one topic at a time.
- Apply or change a label by hand from the conversation if the AI got it wrong, or to tag something yourself.

## Use labels in automations

Labels decide what your automations do. For example, you can auto-reply to comments with one label, hide comments with another, or send a label's conversations to a teammate. See [Comment automations](https://brandwise.ai/help/comments/comment-automations), [DM automations](https://brandwise.ai/help/dms/dm-automations), [Email automations](https://brandwise.ai/help/email/email-automations), and [AI replies and handoff](https://brandwise.ai/help/live-chat/ai-replies-and-handoff) for live chat.

## Credits

Smart labels cost 1 credit for each comment, DM, email, or live chat message the AI labels. See [How AI credits work](https://brandwise.ai/help/account-billing/ai-credits).