Labels are a super easy way to help your administrative flows. Created in seconds, they can be manually added to contact and response records, or automatically to forms/events/broadcasts/call scripts/call campaigns when certain workflow conditions are met.
Creating/editing/deleting labels
Labels can be managed by going to Settings > Labels.
New labels can be created by clicking + New Label. Give your label a name and appropriate hex color, and click Save.
Pre-existing labels can be edited on the labels table and removed by clicking Actions > Remove label.
Assigning labels
Gecko allows you to assign labels to the contact record and any form response records. It's handy to note that contact labels are far more helpful when querying and filtering! If in doubt, use contact labels instead!
Contact record (1 contact) - Go to Contacts, find the contact you want to add/remove contact labels and click their record. Then go to Actions > Manage Labels.
Contacts page (1 - 50 contacts) - Go to the Contacts page and use the checkboxes to select the contacts you want to add contact labels for. Click Actions on selected > Add label(s). This method only supports adding labels - not removing them.
Workflows (automated mass action) - Go to the workflow tab of your form/event/broadcast/call script/call campaign. Add a workflow action of Add label to contact.
AI Labels
AI labels are used to evaluate the topics, themes, and subjects that occur during your Conversations. As soon as a conversation, of any channel type, is closed, Gecko examines the transcript and determines which of up to 10 available labels should be assigned to it.
Out-of-the-box, Gecko gives you 26 labels:
Default labels
Default labels
Below is a list of the default labels Gecko provides to give you reporting capabilities without having to create any labels yourself!
alumni
application process
accommodation / housing
athletics
deadlines
events & tours
facilities
financial aid
graduate
graduation / commencement
international
it support
majors / programs
mental health
online programs
postgraduate
registration
requirements
scholarships
student affairs
student life
student success
transcripts
transfers
undergraduate
visas
Creating your own institution-specific labels couldn't be easier. Head to Settings > Labels and click + New label in the top-right corner.
Provide the Name for your label, pick a Colour and make sure you toggle Allow label to be used in AI conversation summary to on, before hitting Save.
When choosing a name for your label, try to avoid using internal technical terms or codes, as labels of this kind are unlikely to be applied unless said terms are mentioned exactly in future conversations. Instead, think "...if a layperson read the transcript of a conversation and saw this label name, would they reliably be able to infer that it ought to be applied to the conversation?"
A final, but important note: newly created labels do not apply retrospectively to already-closed conversations.
Learn more about how labels can create bespoke queries/searches in Gecko.
Any questions? Start a live chat with a support team member, or feel free to explore the rest of our academy. Spotted an error or want to suggest a future article for the academy? Let us know here.