If you have been doing Intercom conversation tagging for a while you probably now have well over 50 tags. At this level it starts to get difficult to keep track of broad trends in conversations. But don't worry, that's what our Categories feature is for.

Categories allow grouping of related tags for the purpose of visualising how a collection of tags are performing over time. This allows you to sense what your users are concerned about at a high-level. Are the bugs on the rise? Are people having usability issues or does your user education material need an update? By grouping tags related to bugs into a category "Bugs", usability issues to "Usability issues" and education issues - "User Education issues" you can answer these questions in seconds.

Decide on your categories

Categorising tags is easy, but first think about what groupings of tags make sense for your project. 

You will see some default categories such as "New Feature requests", Bugs", "Performance Issues", "Billing/pricing" but you can create or delete categories to suit your project. 

Choosing categories that reflect topics that your team naturally cares and talks about is the best way. Does "churn" come up in team discussions a lot? Create a category for it and group all of your tags mentioning reasons for why users churned under it.

  1. First, head to the Categories page which you can find in the top navigation
  2. Tap "Add category" and type in its name to add a new category.

Categorise tags

The next step is to assign your Tags to Categories.

  1. Go to the Tags page.
  2. You will see that a category drop-down menu on the right side of each tag entry
  3. Tap on the drop-down and choose an appropriate category for the given tag
  4. Repeat the process until all tags have been categorised

View category trends

The hard work is done and your tags are categorised. Now it's time to view Category insights. Go back to the Categories page to view category trends.

Drill-down into each category

To get a better understanding of how a Category has been performing over time, click on the category name to open the Category detail view.

Here you will be able to see a detailed week-by-week trend line chart as well as a list of conversations that are underlying the trend.

Questions or suggestions?

We hope you enjoyed this guide to Categories. Have any questions or suggestions? We'd love to help you set up your categories and consider any potential improvements to our feature set. Feel free to reach out to us via Intercom button in the bottom right corner.

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