Is there a way to add categories or update the default categories in Conversations? The default ones will not work to define our incoming emails. Any feedback is appreciated.
Hey @SKottke just to confirm when you say “categories” do you mean the status of your inbox tickets?
The inbox is currently broken up into “channels” (IE email, chat, whatsapp etc) and “status” (IE new, open, assigned to me etc). There’s no way to change these titles. If you have something like multiple email channels that your visitors can open tickets through however you could connect multiple email inboxes to break these down further.
No. It says Category and the options are Product Issue, Billing Issue, Feature Request and General.
@SKottke Ah! Actually it looks like that’s a ticket property and not a conversations feature. You can easily edit this through editing the property itself.
If you navigate to settings > Objects > tickets > manage ticket properties. Then search for “Category” you can update, add or edit your property values in here. Just bear in mind that if you have any integrations or anything relying on the existing values they will break if you update or remove the existing values.
@TomM2 Here is a screen shot.
Hey @SKottke yes, this is fed from the associated ticket and it’s “category” property. You can add new values via the method I outlined in my last comment.
Hey Tom, but that would mean we have to always create a ticket from a conversation, in order to add a property. This defeats the purpose of conversations (a quick interaction, solve there an then).
Although quick, conversations also need to be log.
Hey @Lara_Q no you wouldn’t, the category is a ticket property, you would just be adding a new value to be selectable in this area. Once the value is added in it will always be selectable from the dropdown, you don’t have to go in and create the value every time you want to choose it from the conversations inbox.
Hi Tom, sorry, I am getting confused. The properties are always linked to tickets. Conversations without a ticket, cannot have a category. But conversations would be logged like tickets are.
Thank you Tom!