In Content Administration:
Click the Categories entry under the department to which the new category will belong.
Click the Create a new entry icon in the toolbar.
Complete the required information. See Categories window fields and buttons.
Click the Save the changes made to this entry icon in the toolbar.
Note : If Response is integrated with Response Live the user can add more categories for chat interaction. These new categories are brought forward and displayed in the 'chat send area,' which are predefined quick chat messages frequently used by chat agents. The agent can also modify the text before sending it to the customer.