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Labels

What does it do?​

Manages labels on a chat. You can perform exactly one of three operations per node:

  • add — appends label(s) to the current ones
  • remove — removes label(s) from current labels
  • set — replaces all current labels with the specified list (use an empty array to clear all labels)

1. Syntax​

<node_name>:
  type: func
  func_type: chat
  func_id: labels
  params:
    add:
      - "<label id>"
  on_complete: <next_node>

required params​

  • type type of the node
  • func_type here it will be a chat function
  • func_id what function are we calling (labels)
  • params with exactly one of: add, remove, or set
    • add array of label IDs to append (at least 1)
    • remove array of label IDs to remove (at least 1)
    • set array of label IDs to replace all current labels (can be empty)
  • on_complete next node after complete

optional params​

  • on_failure fallback node
  • department assigns the chat to a department
  • agent assigns the chat to a specific agent (email address or CRM ID as defined in the Texter agents manager)

2. Examples​

Add a single label​

add_urgent_label:
  type: func
  func_type: chat
  func_id: labels
  params:
    add:
      - "urgent"
  on_complete: handoff

Add multiple labels​

Adding "important" and "needs_followup" to a chat that already has "new_lead" results in all three labels: "new_lead", "important", "needs_followup".

add_labels:
  type: func
  func_type: chat
  func_id: labels
  params:
    add:
      - "important"
      - "needs_followup"
  on_complete: handoff

Remove a label​

Removing "new_lead" from a chat with "new_lead", "important", "needs_followup" leaves "important" and "needs_followup".

remove_label:
  type: func
  func_type: chat
  func_id: labels
  params:
    remove:
      - "new_lead"
  on_complete: existing_customer_menu

Set labels (replaces all existing)​

Setting "only_one" replaces whatever labels the chat currently has — the result is only "only_one".

set_label:
  type: func
  func_type: chat
  func_id: labels
  params:
    set:
      - "only_one"
  on_complete: handoff

Clear all labels​

clear_labels:
  type: func
  func_type: chat
  func_id: labels
  params:
    set: []
  on_complete: main_menu
Non-existent labels cause the entire operation to fail

If any label ID in the list does not exist, the entire operation fails — even if other labels in the list are valid. For example, if you add "vip" and "tel aviv" but "tel aviv" doesn't exist as a label, neither label will be added.

If some labels might not exist, add them one at a time in separate nodes so that a missing label doesn't block the others.

Only one operation per node

You cannot combine add, remove, and set in the same node. Each node accepts exactly one operation. If you need to add some labels and remove others, use separate nodes.

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