--- title: "WhatsApp Business labels for hotels ยท Vivified Tech" description: "Sort guest chats in the free WhatsApp Business app with labels, now called lists: to answer, waiting on guest, handled. Free, about 10 minutes." url: "https://vivifiedtech.com/guides/whatsapp-business-labels-for-hotels/" --- ## 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](https://faq.whatsapp.com/3398508707096369/?locale=en_US&cms_platform=android)). 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 ``` To answer Waiting on guest Handled ``` These names are an example: keep them short so the whole desk uses the same words. Lists screen: 1. Open **Tools**, **Lists**, **New list**. 2. Enter the name, or use a suggestion, and pick a color if you like. 3. Add any open guest chats now, or later. 4. Tap the check mark (Android) or **Done** (iPhone). 5. Repeat for the other two lists. These steps follow [WhatsApp's lists page](https://faq.whatsapp.com/2861038884085362/?locale=en_US). Older Labels screen (Android): 1. Open **Chats**, More, **Label chat**. 2. Enter the name. 3. 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](https://vivifiedtech.com/guides/whatsapp-business-auto-replies-for-hotels/): WhatsApp says turning that on can affect greeting and away messages and disconnects linked devices ([automatic events page](https://faq.whatsapp.com/1492919362154215/?locale=en_US)). ## Step 3: Add each guest chat to a list as you read it 1. Tap and hold the chat. 2. Tap **Add to list** (iPhone) or the list icon (Android). 3. 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 1. Open **Tools**, **Lists** (older app: **Chats**, More, **Label chat**). 2. Tap To answer. 3. 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](https://vivifiedtech.com/guides/shift-handover-form-morning-email/). Saved answers for common questions are in [our welcome and checkout templates](https://vivifiedtech.com/guides/hotel-welcome-message-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](https://faq.whatsapp.com/1356785542323967/?locale=en_US)). - 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](https://vivifiedtech.com/how-it-works/). ## Sources 1. [How to use lists (WhatsApp Help Center)](https://faq.whatsapp.com/2861038884085362/?locale=en_US) 2. [How to use labels (WhatsApp Help Center)](https://faq.whatsapp.com/3398508707096369/?locale=en_US&cms_platform=android) 3. [About automatic events on the WhatsApp Business app (WhatsApp Help Center)](https://faq.whatsapp.com/1492919362154215/?locale=en_US) 4. [About business broadcasts fees (WhatsApp Help Center)](https://faq.whatsapp.com/1356785542323967/?locale=en_US) ## Related guides - [Auto-replies for hotel WhatsApp, set up free](https://vivifiedtech.com/guides/whatsapp-business-auto-replies-for-hotels/) - [Hotel welcome and checkout message templates](https://vivifiedtech.com/guides/hotel-welcome-message-templates/) - [Shift handover form with a morning email](https://vivifiedtech.com/guides/shift-handover-form-morning-email/) ## Have a task like this? Tell us the repetitive task and we'll say honestly whether we can automate it. [Get a free assessment](https://vivifiedtech.com/contact/)