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.