What it does
A note can carry a Category, so activity on a customer can be grouped by what it was about, for example a dispute or a payment promise.
Categories are shared with tasks. The list offered when writing a note is the same one used for task categories, including any your team has added under Agents control centre, so nothing has to be set up twice.
Adding a category to a note
Open a customer, start a note, and pick from the Category dropdown above the note body.
The category is saved with the note and appears as a small label on that note in the timeline.
Making a category required
Your company can require every manually written note to carry one. When that is on, the Category field is marked required and a note cannot be saved without it.
This is off by default, so nothing changes until you ask for it. Speak to your Kolleno account manager to turn it on.
Notes Kolleno creates for you, such as notifications and workflow activity, are never affected by this. It applies only to notes people write.
Categories that are turned off later
If a category is deactivated or deleted after notes were filed under it, those notes keep it. Reopening such a note still shows the category, labeled (inactive) or (deleted) so you can tell it is no longer offered.
You can save the note without touching it. If you do change it, you have to pick one that is still available.