Classifying Conversations Labelling what a conversation is, so the inbox can be worked rather than read.

A classification says what a conversation is about, so the inbox can be filtered by intent rather than scrolled.

What ships

Label	For
Lead	Somebody who might buy
Client	An existing customer
Support	Something is wrong or needs help
Complaint	They are unhappy, not merely stuck
Renewal	A contract or subscription decision
Spam	Not a real conversation

You can add your own and archive the ones you do not use.

Why Complaint is separate from Support

Because they need different people and different speed. A support request wants somebody who can fix it. A complaint wants somebody who can acknowledge it, and handing one to a queue that treats it as a fault report makes it worse.

Why Renewal earns its place

Renewal conversations are the ones that look routine and are not. Labelling them makes them findable as a group, which is the only way anyone notices three coming up at once.

Keep it light

Classification is only worth doing if it is done consistently. Six labels applied reliably beat twenty applied when somebody remembers.

If a label is not changing what happens to the conversation, it is decoration.