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WhatsApp Business labels help you group conversations so you can find them quickly. WhatsApp is gradually replacing labels with lists, so the names and menu paths you see depend on your app’s rollout. Use the instructions below that match your screen; you can apply more than one category to a chat.
First, check whether your app uses labels or lists
WhatsApp’s Help Center says lists are replacing labels gradually, so not every account will have the updated interface. One version uses Tools > Lists; another still offers labels through the Chats menu. Follow the wording visible in your WhatsApp Business app rather than looking for a setting to force the change. See WhatsApp’s instructions for using labels.
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Create a label or list
If you see Lists
- Open Tools > Lists.
- Tap New list, enter a name, then tap Done.
If you see the labels interface
- Open Chats > More Options > Label chat.
- Enter a label name and save it.
The menu wording can vary by interface or localized app version. WhatsApp Help Center guidance says users can create up to 20 labels; because the feature is being rolled out and terminology is changing, treat that as guidance rather than a universal limit for every version.
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- In your chat list, tap and hold the conversation you want to organize.
- Choose Add to list or the label control shown in your app.
- Select the relevant list or label and confirm if prompted.
A chat can have multiple labels, according to WhatsApp’s Help Center instructions. For example, a customer conversation could be marked both Awaiting payment and Follow up.
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Find chats by label or list
Open Tools > Lists in the updated interface, or open the Labels area in the older interface. Tap the category you want to view. WhatsApp describes labels as a way to organize and quickly find chats; they do not, by themselves, provide order tracking or customer-spending analytics.
Edit, recolor, or delete categories
Open the labels or lists area and select the category-management option available in your version. WhatsApp’s surfaced instructions say labels can be edited, recolored, or deleted. Menu labels may differ during the rollout, so use the controls shown in the app.
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Choose labels that make conversations actionable
Short, distinct names make a category useful at a glance. Consider labels that indicate the customer stage or the next task:
- New inquiry for conversations that need an initial response.
- Awaiting payment for orders that are not yet paid.
- Ready for pickup for completed orders awaiting collection.
- Follow up for conversations that need another message.
These are workflow suggestions, not required WhatsApp categories. If several staff members use the account, agree on what each label means so the same chat is categorized consistently. The WhatsApp Business app features page describes labels’ general purpose as organizing and filtering important customer conversations.
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Know the limits before sending a broadcast
Labels are for organizing chats, but WhatsApp’s Help Center also describes creating a broadcast from a label. That option cannot send to groups. For broadcast-list messages, recipients must have saved the business’s number in their phone’s address book to receive them. Check WhatsApp’s broadcast-list instructions for the applicable steps. Meta announced a developing paid “business broadcasts” feature in April 2025; its availability and terms may vary, so check your account and market. It is separate from using labels to organize chats. Meta’s announcement covers that feature.
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