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Category Settings

Create categories for managing FAQs and 1:1 inquiries. Make it as easy as possible for customers to find answers to their questions.

 

πŸ‘‰ Customer Service Categories

  • By categorizing FAQs, both users and operators can process CS quickly.
  • By organizing categories, you can create and manage corresponding FAQs.
    • You can create FAQ posts at CUSTOMERS > Customer Service > FAQ. (FAQ Creation Guide)
  • You can check the number of FAQ documents linked to a specific category, the Visibility of FAQ and 1:1 inquiry, and whether Order Numbers have been set to collect.


πŸ‘‰ Create a Customer Service Category

  • You can create a category by clicking [Add] in the upper right corner.
  • Please enter the category name.
    • If you have selected more than one service language, please fill in all fields in that language. If not entered, it will be displayed in the default language.
  • By checking [Display in FAQ categories], category will be displayed as a FAQ category that admins can add documents to.
  • By checking [Display in 1:1 inquiry categories], users making 1:1 inquiries will be able to classify them using this category.
  • By checking [An order number must be provided during 1:1 inquiries], users sending a 1:1 inquiry must provide an order number.
  • When completed, click [Register].
  • Please note that 1:1 inquiries can only be submitted after checking the FAQ.


πŸ‘‰ Rearrange FAQ Categories

  • If you need to rearrange the order of categories to be displayed in the FAQ, click [Adjust Order] in the upper right corner.
  • You can adjust the order by dragging [⁝⁝].
  • When completed, click [Apply].


πŸ‘‰ Deleting Customer Service Category

    • You can click [Delete] button at the bottom of the edit screen.

Once deleted, the category cannot be restored. Please note that inquiries in the category will appear blank under 1:1 Inquiries.

β€’ For internal history management, it is recommended to make private rather than delete.

  • Only Customer Service categories not linked to FAQ documents can be deleted.
    • Therefore, in order to delete, you have to change the previously registered FAQ into a different category.
    • You can change the category via CUSTOMERS > Customer Service > FAQ.