Objective and contents
At the end of this guide, you should be able to add or Edit Categories.
Estimated time to complete this guide: ~5 min
Categories help to organize and structure the support system by grouping related topics or areas together. They provide a logical and intuitive framework for managing different types of customer inquiries. With categories, support agents can quickly identify the nature of the issue and route it to the appropriate team or individual.
You can add pre-written responses for each question or request related to each category.
A well-crafted default response for each category allows support agents to provide immediate assistance and acknowledgment to customers. Even before an agent joins the chat, customers receive an initial response tailored to their query. This helps manage customer expectations and provides reassurance that their inquiry is being addressed.
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- Click on the +Add New Category button. This button is typically located in the chat support section under the preferences tab.
- Enter the desired name for the new category in the designated field.
- Provide a default response that will be displayed when customers select or mention this category. This response should offer a brief acknowledgment or guidance related to the category.
- To include a link within the default response , click on the Add Link button. This button is usually found next to the default response input.
- A modal window will open, allowing you to input the name and URL of the link. Enter the relevant details accordingly.
- Once you have entered the link name and URL, click on the add url button within the modal to add the link to the category.
- If Everything is done click on add new category button.
By following these steps, you can successfully add a new category with a default response and include links within the category to provide additional resources or references to your customers.
Additionally, a widget previewing the categories is available, allowing you to preview and select the desired category with ease and Check the default response.
By utilizing the category widget in the chat support, you can conveniently preview the available categories, select the desired one, and view the corresponding default response.
Once the category has been added, user can select the category on the widget.
To edit a category in the chat support, please follow these steps:
- Access the categories page within the settings panel of your hashmail console. This page typically displays a list of existing categories.
- Find the specific category you want to edit within the list. Categories are usually presented with their names and associated details.
- In the Actions column or adjacent to the category entry, look for an edit icon (e.g., a pencil or an "Edit" button). Click on this icon to initiate the editing process for the selected category.
- Upon clicking the edit icon, a modal window dedicated to editing the category will open. This modal allows you to modify the category's details
- Within the edit category modal, you can make changes to various aspects of the category, such as its name, default response, or any other relevant settings. Edit the necessary details according to your requirements.
- Once you have made the desired modifications, click on the save button within the edit category modal to save the changes.
- Once the relevant changes in the category is done check it once in the widget preview.
Updated 4 months ago