How to organize chats by category

Chats can be manually assigned to a category by an operator, or automatically assigned according to a Chat Rule.

  1. Create a category, as follows:
    1. From the main menu of the operator client, go to Setup > Account Setup > Chats > Chat Categories
    2. Click New.
    3. Name the category and save your changes.
  2. To manually assign a chat to a category, an operator selects an item using the Category field at the top of the chat area.
  3. To automatically assign a chat to a category, an administrator chooses a category in the Action section of the New Chat Rule window.

    See How to manage incoming chats according to rules (Chat Rules).

    Result: The chat is assigned to the chosen category when the rule is triggered.

Members of a Permission Group with the following account permissions can use this feature: Grid View Column Chooser

How is this useful? How can you view inactive chats in this category? In the top-right corner of the BoldChat interface, make sure that you are showing inactive chats for all time, as illustrated. Use the column selector at Grid Preferences > Column Chooser to add the Category column and sort by Category.