We're releasing a new Categories & Incidents experience! Here's what's changing, why it matters, and how to get the most out of it.

Note: We are in the process of rolling out Categories v2 to Momos customers. The full experience will be available for select beta accounts starting July 23rd; while other accounts' admins will have initial access to the Categories settings page in Account Settings.

TABLE OF CONTENTS

• Why we upgraded
• A New Taxonomy
  • Customizing Your Taxonomy
    • Creating Categories, Subcategories, and Tags
    • Editing Tag Names and AI Classification Guides
    • Moving Tags
    • Merging Tags
    • Deactivating Tags
  • Severity
  • Translation Management
  • AI Discovery
• Inbox Integration
  • Managing and Reporting Tags in the Inbox
    • For Agents
    • For Admins
  • Inbox Filters
• Migration
• Getting Help
• FAQs

Why we upgraded

Managing feedback across hundreds of locations is hard and V1 didn’t have the level of customization for the amount of volume locations get.

• Incidents could balloon to thousands of hyper-specific, equally critical tags, making it impossible for you to take targeted action

• Positive feedback was never captured, so you could never see what was working

• Classification definition was a blackbox, so you never knew why some phrases were captured and some weren’t

• No structure – "Wrong Order" and "Poor Ambiance" sat side by side, as if they were the same problem

Categories V2, powered by Rockie, fixes all of this.

Incidents and compliments now sit inside a clean three-level structure – Category, Sub-category, Incidents/Compliments – so everything has a home and reports make sense at a glance. A few things that are now different:

• Full picture. Rockie captures both problems and praise, making your data useful for rewards programs, not just damage control.

• Clarity over volume. Fewer, better-calibrated tags – and Critical actually means critical.

• Your taxonomy, your rules. Rename tags, merge duplicates, add new ones, or let Rockie flag emerging patterns automatically. No tickets, no waiting.

A New Taxonomy 

Categories V2 introduces a three-level hierarchy: Category, Sub-category, and Tag. Categories are the broadest groupings, such as Brand & Communication. Sub-categories sit underneath and provide more specific context. Tags are the most granular level — these are the individual incidents and compliments Rockie classifies your feedback into, such as Missing Items or Great Service. Every tag is classified as either an incident (a negative signal) or a compliment (a positive signal).

Customizing Your Taxonomy

Creating Categories, Subcategories, and Tags

Your taxonomy is fully customizable to match how your business works. To access it, go to Settings and click Categories. From here you can browse your full Category > Sub-category > Tag tree and make changes at any level.

If your brand has incidents or compliments that aren't covered by the provided taxonomy, you can create your own. Select a sub-category, click Add incidents/compliments and give it a name and description. You can choose to apply the new tag to incoming feedback only, or to re-classify your historical data as well.

Editing Tag Names and AI Classification Guides

Clicking on any tag opens its detail panel. You can edit the tag's name and its AI classification guide — the description Rockie uses to decide which feedback gets tagged here.

Moving Tags

If a tag is sitting under the wrong sub-category, you can move it instantly using the Move option.

Merging Tags

If you have two tags that are conceptually related, use Merge  to combine them into one — your historical data is remapped automatically. 

Deactivating Tags

If you want to retire a tag, use Deactivate. The tag moves to a deactivated state and stops being used for classification. You can restore it at any time from the Archived tab.

Severity

Every incident tag in V2 carries a severity level — Critical, High, or Low. Severity controls how incidents are prioritized across your analytics and inbox. You can also customize the labels themselves to match your organization's language — for example, renaming Critical to P1, or Low to BAU. Custom labels flow through everywhere in the product.

Translation Management

If your team operates across multiple languages, you can add translated names for any tag in your taxonomy. To do this, open the tag's detail panel and click Translate. From there you can add the tag name in languages your team uses.

Once translations are set, your team will see tag names in their own language — so labels always feel familiar regardless of where your team is based. The AI classification continues to run in English underneath.

AI Discovery

Rockie continuously monitors your incoming feedback for patterns that your taxonomy doesn't yet cover. When he detects a recurring pattern, he will surface a suggested new tag for you to review. You can approve suggestions one by one from the review queue in Settings or enable Auto add to let Rockie add new tags to your taxonomy automatically as your feedback evolves.

Inbox Integration

Categories V2 is reflected directly in your inbox. When you open any ticket, you will see the tags Rockie has assigned to that piece of feedback displayed at the top. Incident tags appear in their respective color and compliment tags appear in green. 

What you can do with tags in the inbox depends on your role. Agents can see tags on every ticket and use them to understand context and prioritize their responses, but cannot modify them. Tag editing is reserved for admins to protect the integrity of your data, since these tags feed into performance reporting. 

Managing and Reporting Tags in the Inbox

For Agents

If you are an agent and believe a tag is incorrect, flag it to your admin for review . 

For Admins

If you are an admin, you can remove a tag, swap it for a different one, or add tags that Rockie may have missed. All changes are recorded in the activity log.

You may also notice AI suggested tags. These appear when your account has manual approval turned on in AI Discovery settings. This means Rockie has identified a new pattern in your feedback but is waiting for an admin to approve it before adding it to your taxonomy. As an admin, you can accept the suggestion — which adds the tag to your taxonomy and applies it to that ticket — or dismiss it. Agents cannot confirm on suggested tags.

Inbox Filters

You can filter your inbox by any tag in your taxonomy using the filter section in inbox . Select a Category, Sub-category, or individual Tag to narrow your view to only the tickets that match. You can also filter by severity to focus on your most critical incidents first. 

Migration

When your account migrates to categories V2, Momos will re-classify your last three months of feedback. During the transition period, a toggle is available at the top of your Categories settings (see guide). This switches your inbox between V1 and V2. Use it to explore V2 at your own pace while keeping V1 available as a reference. V1 will be sunset on September 1st. After that date, V2 becomes the only view and the toggle will no longer be available.

Getting Help

If you have any questions about your taxonomy setup or the migration, reach out to your Customer Success manager directly. You can also contact us at support@momos.com and we will make sure your setup is exactly right before anything changes.

FAQs