To edit an existing Category or Sub-category:

  1. Hover the mouse over the right side of a Category or Sub-category until an Edit icon (pencil) appears, and then click the icon. You can edit both Enabled and Disabled Categories.

    The Category Details popup, such as the following, appears:

  1. Edit any or all of the following:
  • Category Name: Enter a new name for this Category in this field.
  • Enabled/Disabled: Check or clear the Enabled checkbox, as appropriate.
  • Image: Click the Add/Edit icon (pencil) to add or edit an image or the Delete icon (trash can) to remove the image.
  • Description: Enter a description for this Category in this field.
  • Restrict Access To: Clicking or typing in this field opens a list of available Teams. Selecting one or more Team(s) restricts access to only those Agents who are in the selected Team(s). See Teams (opens a new article). See the note about nested restrictions below.
  1. Click Save. Cloud will:

  • Edit the existing Category using the information you provided.
  • Close the Category Details popup.
  • Return you to the Manage Categories screen.

Nested Restrictions

When you restrict access to a Category, any Sub-categories inherit the same restrictions, unless you specify restrictions on the Sub-category.