Categories help manage the Q&A workflow and distribute questions between experts manually or automatically, depending on the selected settings.
Creating question categories
Project administrators can create question categories during the Q&A setup and change or add more categories at any time in the Q&A settings Users tab, from the Categories list, or when creating a new question.
You can add any number of categories matching your project requirements, such as Legal, Tax, Accounting, Payables, Insurance, and so on.
💡 Each category name must be unique and have up to 50 symbols.
With the categories enabled, question teams cannot create their questions without choosing the corresponding category.
Creating categories from the Q&A setup
Head to the Q&A settings and open the Users tab.
💡You must have an Expert role with Auto-assign selected in your workflow to manage categories from the Users tab.
Here, you can first select the view of the category management.
In the By experts view, create a new category by clicking on the category icon next to the expert user’s name.
In the By categories view, create a new category by clicking the +Add category button, typing the name of the new category in the text input field and clicking Enter.
By default, you’re going to have three categories already created: Finance, Legal, and Tax. You can edit or delete these categories the same as the ones you create.
There is a specific category for Unassigned experts. Add participants to this category if you still want to assign some questions manually with Auto-assign mode enabled.
Creating categories from the Categories list
In the Q&A thread list, head to the Category section, located under the Quick access panel and click on the gear icon.
In the pop-up window that appears, you can review the list of all categories, edit or delete them, and create a new category by typing the name into the text input field and clicking Enter.
Categories usage depending on setup
The usability of question categories depends on the selected settings of the Q&A workflow.
Expert role is not enabled
Question categories serve as an additional filtering option and facilitate navigation through the questions.
Expert role is enabled without auto-assignment
Answer coordinators can manually assign such questions to respective experts or answer themselves.
Expert role is enabled with auto-assignment
All newly created questions are automatically assigned to experts of the selected category. The answer coordinator can also reassign the question if needed.
💡 Here are a few tips to keep in mind:
If auto-assignment to experts is disabled, question categories are optional.
One expert can be responsible for a few categories.
A few experts can be assigned to one category.
If no expert is assigned to the category, only the answer coordinator can see questions in this category.
Experts can reassign questions to other experts if the administrator allowed this setting during setup.
Changing question categories
The question side can change the previously selected category while the question is in draft status. It can't be changed as soon as the question is submitted to the answer side. Yet, the answer coordinator can change the category at any time.
To change the category of an existing question:
Open a question.
Click the category in the top-right corner of the question details.
Select a new category from the dropdown values.
To change the category for one or more questions:
Select the questions in the list.
Click the three dots menu on the top panel.
Go to the Change category sub-menu.
Select a new category.
💡 If the question is assigned to an expert before the category change, it will remain assigned to that expert even after the change. The answer coordinator can manually reassign the question to another expert as needed.