Smart Labels allow Brandwise to automatically categorize incoming messages using AI-powered detection. They help your team organize, prioritize, and route customer interactions for faster resolution.
How Smart Labels Work
Brandwise AI scans each incoming comment, DM, email, or live chat message
Based on your configured labels, the AI applies whichever label fits best (if none fit, no label is applied)
You can filter your inbox by Smart Label to quickly view specific topics
Smart Labels cost 1 AI credit per message scanned (regardless of how many labels are created)
How to Create Smart Labels
Go to AI Assistant > Smart Labels
Click Add Label
Fill in the details:
Title — Name the label (e.g. "Shipping Inquiry", "Product Complaint")
Description — Explain what the label should identify. The AI uses the title + description to match, so be specific
Channels — Choose which channels the label applies to: Comments, DMs, Emails, and/or Live Chat
High Priority (optional) — Prioritize these conversations at the top of your inbox
Click Save Label to activate
Examples
Shipping Inquiry — Questions about shipping status, delays, or tracking
Return Request — Messages about product returns or the return process
Address Change — Requests to update a shipping address
Positive Reviews — Comments praising products or customer service
Product Complaints — Complaints about product issues or defects
Create as many custom labels as you need to match your business.
Using Smart Labels with Automations
Smart Labels are especially powerful when combined with Automations. You can create automation rules that trigger only for messages with a specific Smart Label — for example, auto-replying to all "Shipping Inquiry" messages using your Knowledge Base.
Managing Labels with Obie
You can also ask Obie to create, edit, or delete Smart Labels via chat. For example: "Create a Smart Label called 'Billing Question' for DMs and emails where customers ask about charges or invoices."