Engage Digital | Intro to categories

Categories are labels assigned to messages that are handled on the platform. You can use categories to identify the message channel as well as what those messages may be about. Categories have several purposes:
  • Statistics and reporting based on a theme
  • Organizing agents by skills
  • Organizing folders by categories
  • Dispatching messages in Routing mode
  • Allowing agents to see the categorization of a message
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 categorizations of messages to route messages to the agents most capable of handling the messages. 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. Messages are routed, in part, due to categories. If you use Inbox, you can create well organized 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 messages that are handled on the platform. Parent categories provide a grouping, or organizational structure for messages, while subcategories provide the specific categorization that is needed for the fine-grained distribution of messages. Subcategories inherit the configuration settings of their parent categories.
For example, in the previous example of a parent category called support issue, the support issues parent category provides a useful grouping of the most common support issues the business sees, while the subcategories help effectively dispatch messages to specific agents or teams trained to handle those issues.
You can organize categories into hierarchies of up to six levels consisting of parent categories and nested subcategories. Creating this parent category and subcategory structure allows you to have better organization across your account. Additionally, when you have integrated the application with your customer relationship management software, you may want to configure a consistent set of categories across the applications.
Agents see the category or categories assigned to a message when they are in Routing mode or Inbox. This gives them a basic idea of the message topic or type of customer concern at a glance. You can also give agents permission to edit categories.
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