Categories are useful to segment customers as per the business needs, using the broadcaster tool you can send customised messages to the subscribers in a specified category / sub category.
To add Category Go to Social CRM -. Subscriber -> then navigate to right top of the page , you can click on the + icon as shown in the below image and enter your category name, you can also create a sub category under a main category.
From the Subscribers list you can map a subscriber to a specific category as shown below ; you can add a subscriber into multiple categories
You can instruct the system to automatically add new subscribers into a specific category , for doing this you need to navigate to Social CRM -> Settings -> Settings (Tab) -> Category Auto Subscription (Menu)
This feature is useful to segment leads / customers, for an example if you are doing an exhibition for 2 days and published your WhatsApp number to collect leads , you can create a new category “Exhibition” and map new subscribers into the Category, later you can send messages from broadcaster by selecting the subscribers in “Exhibition” category.
You can also map a subscribers into a particular category when a specific keyword matches or the subscriber asked certain questions, you can define this in the Smart Actions of Smart Replies
You can filter subscribers in a particular category by selecting the Category / Sub Category from the right side as shown below, you can select multiple categories accordingly the subscribers list will get updated in the left side.