WhatsApp Business labels for hotels

Whoever is on the desk can see which guest chats still need an answer, from three labels or lists in the free WhatsApp Business app, with the steps for both the new Lists screen and the older Labels screen. Free, about 10 minutes.

3 min read · Checked 5 November 2026

Step 1: Check whether your app says Lists or Labels

WhatsApp's help pages say labels are now lists, and the rollout is gradual, so two phones at the same desk can show different screens and neither one is broken (WhatsApp's labels page).

Open the Tools tab. If you see Lists, use the Lists steps below. On an older Android app the labels sit under Chats, More (three dots), Label chat. Both let you create up to 20.

Step 2: Make three lists

Three lists (example)

To answer
Waiting on guest
Handled

These names are an example: keep them short so the whole desk uses the same words.

Lists screen:

Open Tools, Lists, New list.
Enter the name, or use a suggestion, and pick a color if you like.
Add any open guest chats now, or later.
Tap the check mark (Android) or Done (iPhone).
Repeat for the other two lists.

These steps follow WhatsApp's lists page.

Older Labels screen (Android):

Open Chats, More, Label chat.
Enter the name.
Tap the check mark, then Save.

On WhatsApp Web the path is Tools, Lists, Add new list, then Create list.

When the app offers auto-created lists, leave them off if you use the greeting and away messages from Auto-replies for hotel WhatsApp: WhatsApp says turning that on can affect greeting and away messages and disconnects linked devices (automatic events page).

Step 3: Add each guest chat to a list as you read it

Tap and hold the chat.
Tap Add to list (iPhone) or the list icon (Android).
Select the list, then Done.

Older Labels screen: tap and hold the chat, tap the label icon, select, Save.

WhatsApp Web: open the chat's menu (down chevron), Add to list, Done.

From there, follow a short rule:

A new question goes to To answer.
Once you've asked the guest something back, move it to Waiting on guest.
When nothing is left to do, move it to Handled and take it off the other list.

To move a chat, open the same screen and change the ticks: a chat can sit on more than one list, so untick the old one.

Nothing moves a chat for you; a person does it.

Step 4: Start each shift from To answer

Open Tools, Lists (older app: Chats, More, Label chat).
Tap To answer.
Reply to each chat, then move it.

At handover, a quick look at To answer and Waiting on guest tells the next person what is still open. For everything that isn't a guest chat, use our shift handover form.

Saved answers for common questions are in our welcome and checkout templates (quick replies).

Details and limits

Checked on 2026-11-05. WhatsApp is moving labels to lists and changes menus between versions, so look for the same words if yours differ.

What it does

Lists sort guest chats into a few named, colored lists so the desk can see what is open. It is free and built into the WhatsApp Business app.

What it can't do

It does not assign a chat to a person or say who should reply. Nothing moves a chat between lists by itself. Auto-created lists are optional, tag orders and leads, and come with the trade-offs above. It does not reply to a guest or remind anyone.

Limits

Up to 20 lists, or 20 labels.
Some phones still show labels while others show lists.
Sending a business broadcast to everyone on a list is a paid feature and is not part of this setup (broadcasts fee page).
Turning on auto-created lists can affect greeting and away messages and disconnects linked devices.

When this stops being enough

When several people need to own separate guest chats, see who replied and when, and have unanswered chats flagged without anyone tagging them, lists in one app are no longer enough.

Read how the no-build-fee model works.

Sources

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