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Use Browse to manage the shared choices your team uses to organize conversations. You need the workspace Owner or Admin role to create, edit, reorder, or delete these choices. This is different from selecting an existing status, priority, category, or label on one conversation. For that workflow, see Assign and organize conversations.

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Choose the right kind of information

Browse categories organize conversations. They are not Help Center collections or Evelin knowledge sources. Creating a label or category does not, by itself, create an automation or route conversations to a team.

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Create a shared choice

  1. Check that you are in the correct workspace, then open Browse.
  2. Under Filters, choose Status, Priority, Categories, or Labels.
  3. Select the corresponding New button.
  4. Enter a clear name and choose a color. Add an icon where supported. Categories and labels also have an optional description; use it to explain when teammates should choose the item.
  5. For a status, choose Active or Completed to describe whether the conversation is still being worked on or is done.
  6. Select Create status, Create priority, Create category, or Create label. Confirm the item appears in the list.
Status and priority forms show an ID derived from the display name. On an existing item, editing the display name does not change the ID shown by the form. Use distinctive names to avoid duplicate identifiers. For labels, use a consistent lowercase, hyphenated naming convention yourself. Current limitation: the priority form displays an icon picker, but priority icons are not retained by the current implementation. Use the priority name and color rather than relying on its icon.

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Edit an existing choice

Search the relevant Browse list, then select the item’s row to open its editor. Change the fields you need and select Save changes. Select Cancel to leave it unchanged. These are workspace-wide definitions, not personal preferences. Renaming a shared choice can change how it appears to teammates on existing conversations. Agree on the meaning of workflow statuses before changing their type. Status, priority, and category forms include a default checkbox. Do not treat that checkbox as a bulk update to existing conversations, or assume it overrides every channel’s incoming-conversation behavior. Check the result on your team’s actual intake workflow before relying on a changed default. Some intake paths still use their built-in initial values. Changing a status name or type is also not a substitute for configuring an SLA policy. See Configure SLA policies for response and resolution targets.

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Change the display order

  1. Clear the search field.
  2. Sort by Order in ascending order.
  3. Drag an item’s reorder handle, or use Move up and Move down.
  4. Check the resulting order after the change saves.
Reordering is available to owners and admins only when the list is unfiltered and sorted by its saved order. Sorting another column changes your list view; it does not replace the saved ordering.

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Review usage before deleting

Use the ticket-count button or View tickets in an item’s editor to inspect matching conversations. The Browse counts are not a complete deletion audit: some lists count only open tickets, and the displayed counts are based on a limited set of conversations. A zero does not guarantee that an entry is unused. To remove an unused item, open its editor, select Delete, and review the confirmation before confirming. Deletion is blocked if the item is marked as a default or is still referenced by conversations. References in older, completed, or archived conversations can also prevent deletion. Some confirmation text suggests that deletion will remove assignments from conversations. Do not rely on that wording: the current backend blocks deletion of in-use entries instead of automatically reassigning or clearing them. Review and update affected conversations deliberately before trying again. If you cannot identify the remaining references, contact support rather than repeatedly attempting deletion.

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Troubleshoot

  • No New or reorder controls: ask an owner or admin to check your role in the current workspace.
  • Duplicate-entry error: use a distinct name. A different display label can still produce the same generated ID.
  • Cannot reorder: clear search and return to ascending Order sorting.
  • Delete is rejected: check the default flag and remaining conversation references; the visible count may not include all of them.
  • An edit appears missing: reopen the list after saving and check for an error. Do not create a second item until you have confirmed the first change did not save.