Categories describe the content of a message. A category may be a topic, an issue, a question, a request, or anything else that makes sense for your business. Categories help save time by automatically inserting text or attachments to each message with an assigned category so that you do not waste time composing the same message content over and over. The categories in the Select Categories dialog box are sorted by their name.
To add a category to one message
Select one message in your Inbox.
Do one of the following:
Enter a valid hotkey in the Hotkey field on the Outgoing Message pane and click the Add this Category icon to apply the category to the message.
Place the cursor in the outgoing message body where you would like to place the category text. Type CTRL-/ and enter a valid hotkey value to insert the category at the cursor position.
Click the Response Categories icon in the Outgoing Message pane and complete the following steps in the Select Categories dialog box:
Click Browse.
Select categories from the results list.
Click Add to List.
Select one or more categories in the Selected Categories list.
Click Add to Mail.
To add a category to one or more messages
Select one or more messages:
If one or more messages are selected, do one of the following:
Enter a hotkey in the Hotkey field on the toolbar to immediately apply the category to all the selected messages.
Click the Select categories icon in the toolbar and complete the following steps in the Select Categories dialog box:
Click Browse.
Select categories from the results list.
Click Add to List.
Select one or more categories in the Selected Categories list.
Click Add to Mail.
To delete a category from the selected message
Select a category in the list of categories in the Outgoing Message pane.
Select a category in the list.
Click the Delete icon.
The category and its associated template disappears.
Note: When a category, phrase, greeting, header, footer, and signature created through HTML or Rich Text editor is selected for an outgoing message composed using Plain Text editor, the html content is converted to plain text format. When a category is selected that overrides the subject in the mail client, the subject will change to that of the added category. When a category that has overriden the subject is deleted, the subject is changed back to the previously added category's subject. When all categories with an override are removed, the subject will revert back to the original.