Overview
Labels and Statuses are built-in tools that let you track and categorize user conversations even without connecting external CRM systems. This feature provides a simple yet powerful way to organize your leads and build follow-up logic.
Key benefits
Organize customers in a virtual Kanban board format; tag users with specific labels (e.g. B2B, B2C); track conversation progress with statuses; build targeted follow-up sequences based on specific combinations of labels and statuses; works independently or alongside other CRM integrations.
How it works
Your agent can assign labels and set statuses during conversations using two built-in tools:
set_client_labels, assigns one or more tags to a customer (multiple labels can be applied). set_client_status, sets the current status of a customer (only one status can be active).
Creating labels and statuses
Before your agent can use them, labels and statuses need to be created.
Manual creation: go to the active chats page, open a client card for any conversation, and add new labels or statuses through the client management interface. Once created, they can be used by your agent in any conversation.
CRM integration sync (statuses only): if using a CRM integration, import statuses with the "Sync statuses" feature, this automatically creates matching statuses in your MyChatBot system.
Implementation in instructions
To utilize labels and statuses, include specific directives in your agent's instructions, for example: set client status to "active" and add the "new_lead" label when a chat starts; add "B2B" if the customer mentions bulk ordering; set status to "qualified_lead" when contact information is provided; set status to "dropped" if the customer stops responding.
Building follow-up sequences
Create targeted follow-up sequences based on specific combinations of labels and statuses: go to the Follow-ups section → Create → target specific combinations of statuses and labels → define the follow-up message and timing. For example: "dropped" status + "B2B" label, or "qualified_lead" status + "pricing_question" label.
Integration with CRM systems
When using external CRM integrations, status changes are synchronized between systems. The CRM integration tools work with statuses under the hood by calling the same set_client_status function. This means you can use an external CRM for status tracking, use MyChatBot's built-in label system for additional categorization, and build complex follow-up logic combining both systems.