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Organizing work with categories

Categories are labels you choose and attach to your content and your work: flows, bits, references and, most usefully, trails. Floxar does not impose a fixed list. You decide what the labels mean, which makes categories one of the most flexible tools you have for shaping how work moves through your organization: who picks it up, how urgent it is, where it is in its life, and anything else your teams need to see at a glance.

Categories on trails​

A trail is one run of a process, and its categories describe that particular run. When a trail is started, it takes the categories it is given at that moment; if it is given none, it takes the categories of its flow. From then on, the trail's categories are its own: they can be changed while the trail is open, and changes to the flow's categories never reach trails already started.

That is what makes trail categories powerful. They can record what this case is, who should handle it, and how it has progressed, and change as it moves along.

Work for a particular team or shift​

Label work for the people who should do it. A trail started overnight for the night team can be categorized night-shift and released to the queue; the night team filters the queue by night-shift and picks up exactly their work, while day teams see theirs.

Tiers and escalation​

Use categories to run your own escalation scheme. A support case might start as tier-1; when the first-line team cannot resolve it, they change it to tier-2 and release it to the queue, where the second-line team works from a queue filtered to tier-2. An AI agent can do the same: handle what it can as tier-1, and recategorize and release the rest.

Combining categories​

A trail can carry several categories at once, so they combine into a precise description of a case. A trail categorized billing, escalated-to-human and US-NY-1 says what the case is about, where it stands and which site or team it belongs to. Each team filters for the combination it cares about.

Categories that change as work progresses​

Because a trail's categories can be changed at any time while it is open, they can track a case through its life: add awaiting-customer while you wait for a reply, remove it when the reply arrives, replace tier-1 with tier-2 on escalation, add escalated-to-human when an agent hands the run to a person. Anyone looking at the queue or the trail list sees where each case stands without opening it.

Who can change a trail's categories​

On a trail's page, the Categories chip in the header shows its categories; select it to add or remove them, and each change saves at once. Changing a trail's categories needs the Edit permission at the trail's level; the person running a trail with the Engage permission sees them but cannot change them. AI agents and clients with Edit can set and change a trail's categories too, both when starting a trail and while it runs. Categories cannot be changed once a trail is completed or abandoned.

Finding work by category​

  • Queue. Filter the queue by categories to see only the work meant for you or your team. Each queued trail shows its categories.
  • Trails. Filter the trail list by categories, along with status, priority, flow, who it is assigned to and when it was created or changed.
  • AI agents. An agent can list trails by category, so an agent can be set up to look only at the work labelled for it.

A filter with several categories shows trails that carry any of them. Categories match exactly as written, including upper and lower case, so agree on a spelling and stick to it: night-shift and Night-Shift are two different categories.

Categories label and filter work; they do not by themselves restrict who can claim it. Anyone with the Engage permission at a level can claim any trail queued there. Use categories to direct people and agents to the right work, and your organization's structure and permissions to control who can do it; see Organizations, groups, and scopes.

Priority​

Alongside categories, every trail has a priority: low, medium, high or critical. A trail starts with its flow's priority unless it is given one, and the priority can be changed while the trail is open. The queue and the trail list can be filtered and sorted by priority. Use priority for urgency and categories for everything else.

Categories on flows, bits and references​

Flows, bits and references carry categories too, for organizing and finding content: by department, product, customer type or anything else. A flow's categories also become the starting categories of every trail started from it without categories of its own, so categorizing a flow sets up its trails.

Limits​

Each item can have up to 50 categories, each up to 128 characters. Categories are free text: Floxar suggests ones already in use as you type, but anything can become a category.

Designing your categories​

  • Agree on a vocabulary. Write down the categories your teams use and what each means, and use the same spelling everywhere.
  • Use a prefix for each dimension. team-billing, tier-2, site-us-ny-1 and status-awaiting-customer make clear what each label describes and keep filters simple.
  • Let categories tell the story. Change them as a case moves, so the queue reflects where work really stands.
  • Give agents categories to work from. An agent that only takes tier-1 work, and recategorizes what it cannot finish, slots into your teams' way of working without special handling.

Last reviewed: 2026-10-06