📁 What are Categories and what are they for?
Categories function as "folders" that allow you to classify and group your Quick Responses and WhatsApp Templates.
By organizing your messages under specific labels (e.g. "Collections", "Promotions", "Appointments"), you will greatly facilitate the work of your advisors in the conversations module, allowing them to find the correct message in seconds, without having to search through an endless list.
⚙️ Step by step: How to create a Category
You can create these groupings from the main settings menu by following these steps:
Go to the left side menu and select Settings > Messaging > Categories.
Click the "Create Category" button located in the upper right corner.
A new screen will open where you must fill in two fields:
Name: The title by which you and your team will identify the grouping.
Associate Category: Here you decide whether this new folder will be available to classify Quick Responses, Templates, or both.
Save the changes.
💡 Note: You can also create a category "on the fly" while you are editing or creating a Quick Response, using the "New Category" button. That new grouping will be automatically saved in the system.
🛠️ Actions: Editing and Inactivation
From the main table of the Categories module, you can manage existing folders:
Locate the category you wish to modify.
In the "Actions" column, click the three vertical dots icon.
Edit: Allows you to change the name or modify which modules it is associated with.
Inactivate: Temporarily hides the category, preventing new messages from being grouped under it, but without deleting its record from the system.
🎯 How to use categories in Conversations?
The true value of categories is reflected during live customer service. Here's how your advisors will use them:
Enter the Conversations module and open a chat with a client.
In the message bar, click the Quick Responses icon (usually a lightning bolt
/) or the Templates icon.Instead of seeing a disorganized list, your Categories will be displayed first.
Click the desired category (e.g. "Data Update") to view only the messages belonging to that topic.
The system allows you to preview the templates before sending them to make sure it's the correct text. Select and send!
Keep your operation organized! 🚀
Properly using and associating categories will optimize your advisors' interface, reducing search time and significantly improving response times to your clients. ✅