The label, private note, priority, save to contact, stage and team steps

Last updated: 22 October 2026 · 8 min read

Steps

1. 1

   Add label

   Pick one or more of the account's labels; they are added to the conversation. With no labels the panel says “No labels have been created in this account yet.”: create them in Settings › Labels. A “Condition” step can then check the label, and agents can filter conversations by it.

2. 2

   Private note

   Writes a note for the agents in the conversation; the customer does not see it. Variables such as {{order_no}} work in it. A private note does not stop the bot.

3. 3

   Set priority

   Sets the conversation's priority. The list has four values: “Low”, “Medium”, “High”, “Urgent”. The card shows the chosen one by the same name.

4. 4

   Save to contact

   Writes a saved answer into a contact field, so the next agent sees it on the contact card.

   • “Save answer as”: the name a “Question” or “Form” saved it under, e.g. email.
   • “Contact field”: name, email, phone_number or the key of one of the account's attributes.
   • Both are needed or the flow does not publish. An empty answer writes nothing. An old value is replaced.
5. 5

   Change stage

   Moves the contact to a stage of the customer lifecycle. Without a “Stage” the flow does not publish. A lost stage can also take a “Lost reason”. A stage deleted after publishing moves nobody. Reports show the change under the flow's name.

6. 6

   Assign to team

   Gives the conversation to a team. While the bot works the conversation stays “Pending”; at “Hand to agent” it reaches that team's agents. To give the team at the moment of handing over, you can also use the “Team” field of “Hand to agent”.

7. 7

   Turn off typing

   Mobile app only: after this step the customer can't write in this conversation. More in “Customer can't type: buttons and the Turn off typing step”.

8. 8

   Sticky note

   A note for the team on the canvas, not a step of the flow. It never runs and never reaches the customer. Double click to write.