This feature request would be ideal for anyone in the customer-facing space.
Currently, there is no feature to categorise live chats in the Conversations > Inbox interface. The two options that are available require extra admin to get concrete data on what kind of issues are driving customer interactions. A custom ticket property requires an additional ticket to be associated with every live chat in order for them to be categorised through custom properties. Similarly, custom contact properties require additional admin through having to export the CSV of each individual property to see its history of use across the board for all contacts.
The implementation of dropdown select categorisation will give businesses easily accessible data that is directly associated with customer interactions which will in turn allow organisations to make targeted improvements to their processes which will add immense value to the utility of HubSpot conversations.
A master category that then populates a sub-category dependent on the master choice selected will allow for very specific data outlining the nature of the interactions. For context, this is a feature on ZenDesk that was extremely crucial in my previous role to establish trends and facilitate an easier process for the business to make targeted improvements on website content and processes.
Cheers!