Plan requirement
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| Access | Admin |
Categories turn a long macro list into something an agent can navigate. They are made in the name field, not a separate setting.
Create a category
- Edit the macro.
- Put two colons in the name, with the category before them: Billing::Refund approved.
- Save.
Every macro sharing that prefix is grouped under it automatically. There is no category to create first; it exists because macros use it, and it disappears again when the last macro drops the prefix.
Once a category exists, the macros page can filter on it, alongside filters for status and for who a macro is available to.
Nesting
More than one pair of colons nests further: Billing::Refunds::Approved over 100 euro. Two levels is usually enough. Three makes agents click more than they type, which defeats the point.
Choosing categories that work
Name them after what the agent is dealing with, not your internal departments. An agent facing an angry customer about a late delivery looks for Delivery, not for Logistics Tier 2.
A useful test: if a new colleague cannot guess which category a macro is in, the categories describe your organisation rather than the work.
Renaming later
Changing the prefix moves the macro. Since categories only exist through names, renaming a category means editing every macro in it one by one: selecting several macros gives you Edit, Clone, Deactivate and Delete, and renaming is not among them. Worth settling on a scheme before you have fifty.
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