• Navigate to your Articles or FAQs module and click on the Manage categories icon
  

Parent category (Root)

To add a parent (root) category:

1. Click on the Add button on the top right corner of the Manage categories window.
   

2. Give your parent category a name and press Enter/Return ↩️ to save.

Sub-category

To add a Sub-category,

1. Hover over a parent category, and click on the + icon.
2. Now give your sub-category a name and press Enter/Return ↩️ to save.

Moving and Reordering Categories

You can move categories between departments or reorder them within a department at any time according to your preferences. Here are the ways you can reorder categories:

Drag and drop to reorder. 

In the Manage categories view, drag and drop categories to reorder them as needed. The order will be reflected in the visitor chat window if self-service is enabled.

Note: Subcategories cannot be moved to a different parent category.

Moving categories to other departments To move a category to another department:

1. Hover over the category you want to move and click the Move icon.
2. Select the department and category you want to place it under.

Deleting categories

To delete a category, hover over the category you want to delete and click on the Trash can icon. Before removing a category, please carefully consider the following:

• Deleting a category will delete all sub-categories and associated Articles/FAQs.
• All the Articles/FAQs associated with the sub-categories present will be deleted.
• All the Articles/FAQs directly associated to the category will also be deleted.
  

The multi-level categorization system allows you to create a comprehensive organizational structure for your knowledge base, keeping content organized and easy to locate. Visitors can navigate the hierarchy to find relevant resources and information.