Engage Digital | Intro to categories

Last updated on July 20, 2022

Categories are labels assigned to messages that are handled on the Engage Digital platform. You can use categories to identify message channels and what those messages may be about. Categories have several purposes:

Organizing agents by skills
Organizing folders by categories
Dispatching messages in Routing mode
Allowing agents to see how messages are categorized

For example, you can create a parent category called Support Issues, with subcategories such as Security Issue, Configuration Issue, Technical Question, and Feature Request. You use these categories to route messages to the agents most capable of handling them. For example, when a message is categorized as a Security Issue, you configure a rule to route the message to your Security team.

There are three types of categories:

Skill category: For routing interactions.
Analytics category: For reporting purposes.
Disposition category: Added by agents when closing a case or solving an interaction.

If you use Routing mode, creating skill categories is crucial for routing messages to agents correctly. If you use Inbox, you can create folders using search queries based on categories, making it easier for your agents to intervene on messages.

Parent categories and subcategories

Parent categories are the top-level labels assigned to Engage Digital messages. Subcategories provide more specific grouping for the distribution of messages, and inherit the configuration settings of their parent categories.

You can organize categories into hierarchies of up to six levels: a parent category and up to five nested subcategories.

Agents see the category or categories assigned to a message in Routing mode or Inbox mode.