Labels — a shared, flat set of tags
A label is a title, a color, an optional description, and a switch for whether it shows in the sidebar. Titles are unique per account and case-folded automatically, soVIP and vip are the same label whether you meant them to be or not.
Labels apply to conversations and contacts. Renaming one updates every place it is already used rather than leaving the old name orphaned, so renaming a label your team has been using for months is safe to do.
Custom attributes — typed fields
A custom attribute belongs to either a conversation or a contact, and — unlike a label — has a real type: text, number, currency, percent, link, date, a fixed list of values, or a checkbox.You cannot shadow a built-in field. Tied blocks a custom attribute key that collides with a
standard field the object already has —
status, priority, assignee_id and similar on a
conversation; email, phone_number, blocked and similar on a contact. If a key you want is
rejected, that is almost certainly why.What automation reads
An automation rule’s conditions can match on a label directly, and on any custom attribute key your account has defined — not just the built-in list. Its actions include adding and removing labels. A macro carries the identical add-label and remove-label actions, so anything you can automate on a schedule, you can also trigger by hand.What reporting reads
Every label carries its own scoped view of the conversations, messages and reporting events it has touched. That is what makes a question like “how many resolved conversations were labeled billing this month” something Tied can actually run as a query, rather than something you reconstruct from memory or a spreadsheet.Next
Automation rules
Conditions and actions that key off labels and custom attributes.
Contact attributes
The contact-side half of the same custom attribute system.