Sometimes it might be necessary to change the category associated with a conversation. For example, you believe that the category selected by the originator doesn’t accurately reflect the actual topic of the conversation. It is important to get the correct category to ensure that reports are accurate.

NOTE: This option is only available to Managers/Conversation Recipients.

To change a category open the conversation that you wish to change and at the top, just under the subject, you will see a category drop down. This will initially show the current category selected. Select the new category from the drop down list and click the Save button.

Changing the Category

You will receive a notification when the category has been successfully saved:

Changing the Category Confirmation