Team administrators can set up Case Categories, which allow external users (e.g. referrers, patients) to select from pre-configured categories in the subject drop-down when creating a new chat
In this article:
👇 Setup
For a complete guide on setting up Referrer or Patient Connect, use this Connect link and see it live in action.
What are Case Categories?
Team administrators can set up predefined subject options for guest users to select from when they start a chat. Each case category can be assigned a different priority level, ensuring Cases are handled according to their urgency.
Browser view.
Mobile view.
👇Creating Case Categories
1. Go to the Team's Settings and select the Guests Tab. The Connect toggle needs to be on to be able to see the identifiers.
2. Scroll down to Case Categories and click Manage.
3. To add the desired categories, click on the plus icon labeled "Add Category."
4. Urgency: You can assign different priorities to each category, which will influence how the Case is displayed in the Case list of the receiving Team (red, yellow, blue).
5. Custom Response: You can assign a specific automated response for each category. If none is provided, then it will revert back to the generic Welcome Message.
Note: "Other" will give the external user the option to enter a specific subject manually.
6. Click Done and don't forget to click on the Save Changes button.
👇Filter Case Categories
Powerlist View:
1. In the Team's Case list, click on the drop-down under Filter Cases
2. Here you'll find all case categories that were created for the team.
⚠️ After selecting a category, only active Cases - those with a status of "claimed" or "unclaimed" - will be displayed in the Case list.
Closed Cases will be excluded from the view and can be found under the filter "Closed Cases".
