Beside puts a short label on each new call, voicemail and text conversation saying who reached out and why. You can tell what a conversation is about without opening it or reading the call summary, and spot new business at a glance.
Labels show up when you also use Beside at agent.beside.com and your phone line is linked there. If you only use the Beside app, you won't see labels yet.
📌 Where you'll see labels: on Beside on the web and on Android (version 1.30.0 and later). Labels come to iPhone in the next app update.
What a label says
A label tells you who reached out and what they want, as far as Beside can tell. For example:
Client · New request: someone asking for new work.
Client · Existing job: a customer following up on work already underway.
Billing: a question about an invoice or a payment.
Complaint: someone unhappy about a job or a service.
Vendor: a supplier or partner, not a customer.
Personal: a friend or family member.
Wrong number: the caller meant to reach someone else.
Other: anything that fits none of the above.
Unclear: Beside wasn't sure what the request was about.
The label describes that one request, not the contact. It doesn't tell you whether you still owe a reply, or how urgent it is. When the same person reaches out again about something else, the conversation shows the label of the newest request.
Where you see labels
In your inbox: on each labeled conversation in the list.
In a conversation: at the top, next to the contact's name.
See why a conversation got its label
Open the conversation, then click (on the web) or tap (on Android) the label at the top. You'll see:
What they said: the customer's own words that decided the label.
Where it comes from, for example From a call on or From a text on, with the date.
Open call, to go straight to the call, when the label comes from one.
Remove a label
If a label is wrong or you don't need it, open the label and select Remove label.
💡 Good to know:
On a shared line, the label is removed for everyone on the line.
It won't come back for that request. The next request from that contact gets its own label.
Things to know
Which conversations get a label: calls, voicemails and text conversations where someone reaches out to you. Calls and texts you started don't get one, and neither does anything marked as spam.
When it appears: a few minutes after the call ends or the customer stops texting.
New conversations only: labels start with conversations after your line got them. Older conversations stay without one.
Only with agent.beside.com: labels show up when you also use Beside at agent.beside.com and your phone line is linked there. If you only use the Beside app, you won't see labels yet.
FAQ
Can I change a label instead of removing it?
Can I change a label instead of removing it?
Not today. You can remove a label that's wrong, and the next request from that contact gets a new one.
Can my customers see labels?
Can my customers see labels?
No. Labels are only visible to you and your team in Beside. Customers never see them, and a label changes nothing about how your Receptionist answers.
Why does a conversation say "Unclear"?
Why does a conversation say "Unclear"?
Beside wasn't confident enough to say what the request was about, for example when a caller hung up after a few words. When a text conversation starts with something like "Hi", Beside reads it again once the customer explains what they need.
Why don't I see any labels?
Why don't I see any labels?
Check three things: you use Beside at agent.beside.com and your phone line is linked there, you're on Beside on the web or Android 1.30.0 or later (iPhone gets labels in its next update), and the conversation is new. Conversations from before your line got labels stay without one.