Labels

Efficiently organize conversations. Filter and route messages, optimizing communication flow and audience targeting.

Labels are how you organise your conversations and contacts in Polser. You tag a conversation with whatever matters to your business (a request type, an interest, a status, a customer tier), and that tag then powers two everyday jobs:

• Filtering your inbox. Slice a busy inbox down to exactly what you need right now: every exchange request, every VIP customer, everyone waiting on a follow-up.

• Building broadcast audiences. Send a campaign to precisely the right group by choosing one or more labels, so the right message reaches the right people.

The better your labelling habit, the more your inbox and your campaigns can be shaped around how your business actually works.

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Creating and managing labels

Your labels live in Settings → Labels. The list shows every label with its colour and how many contacts currently carry it, so you can see at a glance which labels are doing real work.

• New label: use the New label button to add one.

• Edit: click a label to rename it and pick a colour. Colour is optional (there's a "no colour" option), but a consistent colour scheme makes labels far easier to scan in a conversation.

• Delete: use the bin icon on the row. The contact count next to each label is your best guide to what's actually used and what's just clutter.

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Applying labels

One at a time, from the conversation. You apply labels from inside a conversation, in the About panel on the right. Press Edit Labels to add or remove them. A conversation can carry several labels at once, so you can capture more than one thing about a contact (for example, "VIP Customer" and "Exchange Request" together). This is the natural day-to-day action: label conversations as they progress, and the inbox filters and broadcast audiences build themselves from that.

In bulk, by importing contacts. To label many contacts at once, go to the Contacts page and press Import contacts. You upload a CSV (drag and drop, or browse), and the same file both creates new contacts and updates existing ones (their names and their labels).

When the file matches contacts already in Polser, you choose what happens to their labels under "If we identify existing contacts, what should we do?":

• Keep existing labels and add new ones: the labels in the file are added on top of what each contact already has.

• Replace existing labels: the file's labels replace what was there. Take care with this option, it substitutes rather than adds, so any label not in the file is removed from those contacts.

The ℹ️ icon next to the button opens format help, including a downloadable example CSV and the accepted variations (for example, phone numbers with or without the "+", commas or semicolons as separators, and empty label fields as long as the row still ends with a comma after the phone number).

Example of the exact structure and naming convention that the CSV must follow

If you’re working with exported files and need to make a CSV for Polser, getting the format just right can be a little tricky. We’ve found that Google Sheets works best—just set up your file there and download it as a CSV. It’s smoother than using Excel!

Before you upload your CSV to Polser, open it in a simple text editor like Notepad (Windows) or TextEdit (Mac). Make sure everything looks right: commas are separating each element, phone numbers have the correct format, and labels are separated by commas. This is the perfect moment to catch any formatting issues before you import your data!

Final verification: this is the expected format for the raw CSV file.

Automatically, from your CRM. Labels can also be applied programmatically, so a contact arrives already labelled based on its status in your CRM. This runs through Polser's API and is set up by someone technical (your IT team or the agency that manages your CRM). See the API documentation to get started.

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Filtering your inbox

In the inbox, use the filter control (the sliders icon) to narrow the list to one or more labels. The active filter shows as a chip above your conversations, and a badge on the icon reminds you a filter is on. It's the fastest way to focus on a specific group of conversations without losing the rest.

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Using labels for broadcasts

Labels are also how you build a broadcast audience: when you send a campaign, you choose one or more labels to define exactly who receives it. This is where consistent labelling pays off directly, a well-kept set of labels means you can target precisely in seconds. See the Broadcasts page for the full sending flow.

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Planned enhancements

• Label icons: alongside colours, we plan to add icons so labels are even easier to tell apart at a glance.

• Complex logic filtering: beyond the current "AND" logic, we plan to introduce more advanced filtering, for greater flexibility and precision when categorising and managing conversations.