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Configuring categories for common phrases

Updated on March 25, 2020

Configure the categories that your organization uses to group the common phrases. During an interaction, CSRs view phrases by category so that they can more quickly select the most appropriate phrase.

  1. Log in to your application as a manager.
  2. In the navigation pane of the Interaction Portal, click Application Tools.
    The Common phrases tab opens by default.
  3. Click ActionsEdit categories, and then perform one of the following actions:
    • To add a category, click Add category, and then enter the name of the category in the New category field.
    • To modify a category name, click in the name field and change the name.
    • To delete a category, click the Delete icon next to the category name.
      Note: Deleting a category deletes the common phrases in that category. When you delete a category, the application displays the number of common phrases that category contains so that you can move the phrases to a different category if necessary.
  4. Click Submit.
What to do next: Configure the common phrases and assign a category to each phrase. See Configuring common phrases.

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