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Home > About Categories
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Categories are a powerful way to organize messages you receive from your customers. Categorizing messages identifies content at whatever level of detail you like. A category may be a topic, an issue, a question, a request, or anything else that makes sense for your business. Each category provides a standard response that can be used over and over again to answer messages that fall into that category. Your department or company creates categories and the category contents that work best for your situation.
When you assign a category to a message, the approved response text, recipients, and any associated attachments for that topic are automatically inserted into the outgoing message to help you build your answer quickly.
Tip: When a category is assigned to a message, its name appears in the Categories field of the Outgoing Message region of the Inbox.
When you select a category for an outgoing message, any of the following information that is included in the category definition may be inserted in the outgoing message:
Category recipients
Category template text, if any
Option to keep case ownership, that is, to route all responses to this message to you
Category attachments
Tip: You can create categories that have no template text, recipients, standard phrases, or attachments. For example, categories without any of these are useful for messages assigned No Answer.
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