Labels

Overview

A label is a named group of contacts: Members, Shiur A, Board, Do not call. You put contacts into labels, and then the rest of the hotline works off the label instead of a list of people.

Labels are how you pick who a broadcast dials, who an access check lets through, who joins a conference as a moderator, and who is allowed to press a particular key while a recording is playing. Because a caller's labels are looked up live, moving one person between labels changes what they can reach everywhere at once.

Creating a Label

Labels live under Advanced → Labels in the sidebar. Press New label.

• Label Name (required) — up to 255 characters. Give each label a distinct name; this is the name you will pick from every dropdown in the app.
• Notes — free text, for your own reference only. Nothing here is ever spoken to a caller.

That is the whole form. A label has no settings of its own; what it does depends entirely on where you use it.

The Labels Table

Filter: Trashed, to see labels you have deleted.

Row action: Edit. Bulk actions: Delete, Force delete, Restore.

Drag to reorder. The table sorts by your own order, and you can drag rows to change it. That order is the order labels appear in the pickers elsewhere in the app.

Deleting a label moves it to the trash; restore it from the Trashed filter. Force delete is permanent.

Putting Contacts into a Label

There are four ways, and you will use all of them:

1. On the contact card. Open a contact, expand Organization, and pick labels in the Labels box. See Contacts.
2. In bulk from the Contacts table. Tick the contacts you want, then use Add a label or Remove a label in the bulk-actions menu. The Add a label dialog can create a brand new label on the spot, without leaving the page.
3. From a spreadsheet. Put a Labels column in your import file with a list such as Students, Shiur A. Names are matched ignoring case, and a label that doesn't exist yet is created for you. An import only ever adds labels; it never strips labels a contact already has. See Import from Excel / CSV.
4. From the call itself. A Join a list step adds the caller to a label mid-call, and Leave a list takes them off. See Join a list / Leave a list.

Where Labels Are Used

Access checks

An Access check set to the Labels type asks for Select Labels and lets the caller through when their contact carries at least one of them, sending everybody else down the failure route. This is the usual way to fence off a members-only area. See Access check.

Join a list and Leave a list

These are call-flow steps in their own right. Join a list tags the caller's contact with a label as the call passes through, then continues. It can create a contact for an unknown caller so there is always somebody to tag, it can play a confirmation recording first, and it does nothing if the caller is already in the label, so callers can hit it repeatedly without harm. Leave a list is the mirror image. Between them you get self-service sign-ups and opt-outs over the phone. See Join a list / Leave a list.

Broadcast audiences

A broadcast picks its audience from labels:

• Target Labels — everybody in any of these labels gets dialed, on every phone number on their contact.
• Do-Not-Call Labels — everybody in any of these is skipped, even if they are also in a target label.

A standing Do not call label plus target labels per group is the cleanest setup: you never have to remember who opted out.

Conference moderators

A conference has Moderator Labels. Callers whose contact carries one of those labels join as moderators; everybody else joins as an ordinary participant. This is how the host gets host privileges without typing a PIN.

Key restrictions on an audio player

Inside an audio player, each keypad action you define can carry its own Labels. Leave it empty and every caller may press that key. Fill it in and only callers whose contact has at least one of the selected labels can trigger that action — anyone else pressing the same key gets no response at all. Use it for a delete key that only gabbaim may press, or a skip-to-end key reserved for staff.

Tips

• Name labels after people, not features. Members and Shiur A age better than Can access recordings, because the same group usually ends up gating several things.
• Keep a Do not call label and add it to every broadcast's Do-Not-Call Labels. Removing someone then takes one bulk action and applies everywhere.
• A label only works on a known caller. Label checks read the caller's contact, so a caller the system cannot match has no labels. If your callers ring from numbers you don't have on file, turn on Let unrecognized callers identify themselves on the access check. See how a caller is matched.
• Deleting a label does not delete contacts. It only removes the grouping, so anything gated on that label stops letting people through. Check your access checks and broadcasts before you delete one.