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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:
1. Navigate to the Resolve "
Categories" page under Settings → SetUps -> Resolve Categories by clicking
here.
2. Click the "Add Resolving Category" button.
- Fill in the following fields:
Resolve Category: Enter the name of the category. (e.g., Happy Customer)
Platform: Select the platform where the category applies. (e.g., All Platforms, Web Messenger, etc.)
Message for Resolving/Rating: Add the message to be sent when the conversation is resolved. (e.g., 'Could you please rate how helpful I was to you on a scale of 1 to 5, with 5 being the highest and 1 being the lowest?')
Thank You Message: Add the thank you message to be sent after the evaluation is received. (e.g., 'Thank you for your feedback.')
Send resolution message only: Send a resolution message indicating that the conversation is closed after resolving it.
Conversation evaluation request: Send a conversation evaluation after resolving it.
Evaluation Score Type: Select the rating method. (CSAT measures satisfaction on a 1–5 scale; NPS measures the likelihood of recommendation on a 1–10 scale.)
Additional Settings:
Send only 1 evaluation message per day: Limit evaluation requests to one message per day. A total of 1 evaluation message will be sent for different conversations created by the same user within the day. An evaluation message will not be sent after every closed conversation.
Send a follow-up message after evaluation: Enable this if you prefer to send another message after your customer submits any evaluation.
Request feedback details after conversation is resolved: Ask for more detailed feedback. Use this feature to receive detailed responses about why they were unsatisfied when a rating of 1, 2, or 3 is given, or what they were most satisfied with when a rating of 4 or 5 is given after the chat is resolved. The same applies to the NPS evaluation type.
Configure channel-based last conversation feature: Customize the chat closure behavior by channel if necessary.
Feedback Channel Options: Filter based on the score given by the user.
The opened page displays the high-score and low-score scenarios. Set your filters here in the 'High-Rate Scenario and Low-Rate Scenario' section.
Message to Send After Rating: Write the thank-you message to be sent after the feedback is received. (e.g., "I'm glad I could satisfy you.", "Thank you for your feedback.")
Title for Categorical Analysis: Write the thank-you message to be sent after the feedback is received. (e.g., "To help support my growth, could you please share the reason for your rating?")
Add Analysis Category: Add feedback items after the rating score is given at the end of the survey. You can add separate analysis categories for High Rate Status and Low Rate Status.
Check the box if you want to receive feedback as text. In this field, users can submit their complaints or suggestions in writing after selecting an analysis category. It can be made mandatory using the "Feedback Required" field.
Your analysis category is ready after the adjustments! 🚀 Simply click the "Save" button to create the solution category. 💗 The analysis category you want to add is now defined as shown below.
Note: The categories here are designed for chatbots. If you wish, you can also diversify and define categories for representatives in the same way.
Sample View:
Once created, the resolve category appears on the
conversation screen, and team members can select it while resolving a conversation.
