Product Update: Upcoming change for Operator Variables / Labels wording in Email Integration

Upcoming Wording Change:

After February 1, 2021 the wording of ‘Operator Variables’ will be changed to ‘Labels’ in the Email integration and associated chat transcripts.

If you have any automation or email filters relying on the Operator Variables section of the chat transcript sent to the email address configured in the Integrations tab, please make sure to update this to filter for “Labels” after this date.


Back in 2018, we introduced the Labels feature to easily categorize and disposition chats in the Hub. This new feature was built on the Operator Variables option which was consecutively phased out. While most of the references to Operator Variables have already been updated to Labels, this change still has to be completed in the email integration.