Outcomes and categories. Adding a category. Categories and note templates.
This article refers to functionality currently on limited release. It is expected to be widely available in Q3 2024.
Outcomes and categories
At the end of each conversation you would always record an outcome. This is used both for reporting purposes and, in some cases, determines what happens next with the contact.
Categories are labels you can add to any part of the conversation and allow you to summarise its progress. While a conversation can only have one outcome, it might have multiple categories at various stages.
Adding a category
Categories are created by your admin, and might be associated to particular offices or queues. The options you have available may change depending on which queue you receive messages from.
Select a conversation or event
You can apply a category to a whole conversation, or to an individual event within a conversation.
To select a whole conversation in the History:
- Click the
icon for that conversation.
Alternatively, to select an event within a Conversation:
- Click the Open conversation button to open the conversation.
- Click the icon for the message type of the event you want to select.
For example, to choose the email in this conversation, click the 
icon to its left.
Apply categories
With the conversation or event selected:
- Click the Categories tab in the top-right.
- Click to select the category or categories you want to apply. Some categories can be multiple selected, some cannot.
If you have a lot of categories, you can search for the correct one, if you know its name.
Saving the category
- Click Save in the top right to save your category choice.
Adding a note
If the category you selected has a note icon 
you will be taken to the Note tab, with the associated note template added automatically. To confirm adding the note:
- Add any text to the note needed.
- Select a note category, if necessary, by clicking the drop-down list next to the Add button. Remember note categories are different from conversation categories!
- Click the Add button to add the note.