Labels-based conversation access in Pepper Cloud CRM

As your business grows, so does the number of conversations your team handles every day. When sales, support, and other departments work together, it becomes essential to control who sees which conversations.

That’s where the latest update of Pepper Cloud CRM comes in— Label-based conversation access control. This feature lets you define permissions to access conversations based on what’s relevant to each person or team.

Let’s explore how it works and how you can start using it to streamline your work.

What are the label-based conversation access features?

With the labels feature, you can create custom labels and assign specific users to them. These labels can then be added to conversation records, allowing all associated users to access the conversation.

This makes it easy to control visibility on a per-conversation basis without changing core permission settings for the user or role.

Key benefits of using labels

Set clear access rules: Define who can view specific conversations by linking users to labels. No need to change roles or global permissions.
Organise by team or function: Create labels for different departments like Sales, Support, or Finance, and assign relevant team members to each.
Save time with bulk actions: Quickly edit or update labels across multiple records in one go.
Easily filter your inbox: Use labels to find records faster, keeping your workflow clean and focused.

How to create and assign labels

Step 1: Create labels

Navigate to manage users.

Click on the labels icon.

Select from existing labels or create a new one.

Step 2: Assign users to the labels

Use the dropdown to select users who need access.

Only users with permission to the message module will be listed.

Step 3: Tag conversations with labels

Message inbox (Conversation view): Add labels directly while viewing or managing conversations.
Record details page: When accessing any lead, contact, or account record, labels can be assigned via the detail page.

Managing Labels within CRM

Bulk edits: You can add or remove labels from multiple records at once:

Go to the listing screen (leads, contacts, or accounts).
Select the records you want to modify.
Click on Actions > Labels.
Add or remove labels in bulk — changes will apply to all selected records.

Filtering with labels: Use Advanced Filters in the listing screens to:

View records associated with specific labels.
Segment data based on team access or conversation type.

Who can view a conversation?

By default, the following users have access:

The record owner
The conversation owner
Admins and users with full permissions
Users with Message - All permission

Now, with Labels:

Any user added to the label tagged in a conversation can also view it.
This adds flexibility without compromising permission integrity.

For example,

Let’s say you’ve created a label called "Sales Team" and assigned three sales executives to it.

Now, when a conversation is tagged with the "Sales Team" label:

All three sales executives will have access to that conversation.
They don’t need to be the record owner, conversation owner, or admin.
Other team members not assigned to this label will not have access, ensuring secure and relevant visibility.

How does access priority work?

Conversation access follows this order:

Channel permissions – Highest priority
Message permissions
Label-based access – Adds users based on label association

This ensures that core permissions are respected while allowing flexibility through labels.

Using labels in group conversations

In Pepper Cloud CRM, group conversations are linked to the account, not to individual users. So, when you add a label to an account, that label automatically applies to all group conversations under it.

Once the label is set at the account level, any group conversation related to that account will follow the same label. Everyone assigned to that label will be able to see those group messages, even if they weren’t added to the chat directly.

For example, if you add a “Support” label to an account, your support team will have access to all group conversations linked to that account. It’s an easy way to make sure the right people always stay in the loop.

This helps your team collaborate better, avoid back-and-forth, and keeps everything organised, especially when multiple team members are working with the same customer.

Troubleshooting and limitations

Q1. Do labels allow users to edit or take ownership of conversations? A: No. Labels only provide visibility. Users added via labels can view the conversation, but cannot edit or take ownership unless they have the necessary permissions.

Q2. Can I add any user to a label? A: No. You can only add users who have Message access. If a user doesn’t have this permission, they won’t appear in the label assignment list.

Q3. Do labels work with Opportunity conversations? A: No. Currently, labels do not apply to conversations linked with Opportunities. This functionality is limited to Leads, Contacts, and Accounts.

Frequently asked questions for labels and conversation access

Q1: Can I use more than one label on a record? Absolutely. You can tag a conversation with multiple labels like “Bug,” “Urgent,” and “Customer Feedback”—whatever helps your team stay organised.

Q2: Who can create and manage labels? Only Admins and Account Owners have the power to add, edit, or disable labels. Sales reps and support agents can use labels, but they can’t change the master list.

Q3: Can I use labels to control who sees a conversation? Not directly. Labels are for organising and filtering. Access settings (Everyone, Team, or Specific Users) control visibility.

Q4: Can I remove a user from a label? Yes, admins can remove users from any label at any time, instantly revoking their access to conversations with that label.

Q5: How do labels and access settings work together? Access settings decide who can see the conversation. Labels decide how it's grouped or filtered. Together, they give you both control and clarity.

Q6: Can a user be part of multiple labels?

Yes! A user can be assigned to multiple labels. This is helpful if someone works across different functions or teams.

Conclusion

The labels and conversation access feature in Pepper Cloud CRM adds a powerful layer of flexibility for admins and teams managing customer conversations. By allowing targeted access without compromising system-wide permissions, it enhances team collaboration and data security.