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Managing Resolve Categories in Conversations
Conversations contain valuable insights from your customers, and categorizing them helps you review and analyze these insights effectively. Categorizing also enables you to understand the percentage of different topics discussed in customer conversations. Team members choose the related topic when resolving a conversation. You can create an unlimited number of resolve categories to properly report and manage conversation topics.
Resolve categories are used in several areas, including:
- Chatbot Automatic Resolution
- Agent Automatic Resolution
- Intent Resolution
- User’s Own Resolution
- Agent Manual Resolution
Click here to learn about automatic resolution.
Steps to Create a New Resolve Category:
- Navigate to the Resolve "Categories" page under Settings → Resolve Categories by clicking here.
- Click the "Add Resolving Category" button.
- Fill in the following fields:
Resolve Category: Enter the name of the category (e.g., Happy Customer).
Platform: Choose the platforms where the category applies (e.g., All Platforms).
Message for Resolving/Rating: Add the message to be sent when a conversation is resolved (e.g., "Can you please rate us?").
Thank You Message: Write the message that will be sent after receiving a rating (e.g., "Thanks for rating").
- Choose additional settings:
Send conversation resolve message only: Enable this to only send the resolve message when a conversation is closed.
Request conversation rating: Enable this to request a rating when resolving the conversation.
Only send 1 review request message per day: Limit review requests to one per day.
Send another message after rating icons clicked: Enable this to send a follow-up message after the rating is submitted.
Request feedback details after conversation is resolved: Enable this to ask for more detailed feedback.
Configure endchat feature by channel: Customize the end chat behavior by channel if needed.
- Click "Save" to finalize the creation of the resolve category.
Once created, the resolve category appears on the conversation screen, and team members can select it while resolving a conversation.
This information is then included in the resolve category reports for further analysis.
