Chat Categories

The Chat Categories feature allows you to create, edit, and manage categories used to organize and classify chat conversations.
Categories help structure chat data, making conversations easier to analyze, filter, and understand at scale.

This feature focuses on classification and organization, not chatbot behavior or responses.

Accessing Chat Categories

Navigate to:

Sidebar → Widget Management → Chat Categories

You will land on the Create a Chat Category screen, where existing categories are displayed as cards.

Chat Categories Overview

On this page, you can:

• View all existing chat categories
• Create new categories
• Edit existing categories
• Delete categories that are no longer needed

Each category is shown as a card containing:

• Category title
• Category description
• Edit (pencil) button
• Delete (trash) button

Creating a New Chat Category

Click the Create button at the top of the page.

This opens the Add Categories modal.

Add Categories Modal

The modal contains two fields:

Category Title

The Category Title should be:

• Short and clear
• Ideally one or two words

Examples:

• Live Agent
• Hair Shampoo
• Membership
• Travel

The title is used as the primary label for the category.

Category Description

The Category Description explains what the category covers.

Guidelines:

• Clearly describe the type of conversations included
• Provide meaningful context
• Avoid unnecessary length

Recommended length:
50–150 words

Example

Category Title: Live Agent

Description:
This category includes conversations where users ask to speak with a human agent or need assistance beyond what the chatbot can provide. Typical topics include onboarding help, chatbot setup, training with custom data, and integration support (for example, Shopify or Salesforce). It may also involve account or billing inquiries, analytics questions, user management, or customization needs. Conversations related to API access, security concerns, privacy policies, or unresolved technical issues are also relevant. If a user expresses frustration, requests escalation, or directly asks for human assistance, the conversation should be categorized here.

Adding the Category

After filling in the title and description, click Add.

Once added:

• The modal closes
• The new category appears immediately as a card in the list

Editing an Existing Category

Click the pencil (edit) icon on a category card.

This switches the card into edit mode, where:

• The title and description become editable
• Two buttons are shown: Cancel and Update

Edit Actions

• Cancel

  • Exits edit mode
  • No changes are saved
  • No update action is triggered

• Update

  • Saves the edited title and/or description
  • The category card updates with the new content

Deleting a Category

Click the delete (trash) icon on a category card.

This opens a confirmation modal.

Delete Confirmation Modal

The modal clearly states:

• The category name being deleted
• That the action is permanent and cannot be undone

You have two options:

• Cancel – closes the modal without deleting the category
• Yes, Delete – permanently deletes the category

After confirmation:

• The category is removed from the list
• The deletion cannot be reversed

Summary

The Chat Categories feature allows you to:

• Create clear and meaningful categories for chat conversations
• Provide detailed descriptions for accurate classification
• Edit categories safely with cancel and update controls
• Delete categories with explicit confirmation

This feature helps keep chat data organized, consistent, and easy to manage, especially as conversation volume grows.