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Departments Configuration When everyone does everything, chaos reigns. 🌪️ This module is used to create specialised silos within your human team. Its main purpose is routing: when the AI escalates a billing issue, it should reach the “Finance” team, not “Marketing”.

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📂 1. Creating the Structure (+ Add Department)

The first step is to define your areas. Click the blue button to create a new group.
  • Name: Something clear, like Technical Support, Sales, or Returns.
  • Management: Once created, it will appear in the list.
    • ✏️ Edit: To rename it.
    • 🗑️ Delete: To remove the entire department (be careful if you have flows pointing here!).

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👥 2. Assigning the Troops (Assigned Agents)

If you click the small arrow (^) next to a department, the list of humans working in it will expand. You don’t “create” user accounts here (that’s done in Team Management); here you simply grant them access to this department.

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🅰️ Add an Agent

Use the dropdown at the bottom: Select an agent.
  • Choose your colleague’s email and click the [+] button.
  • Note: Only people who are already registered in your team will appear.

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🅱️ Managing Agents (The List)

You’ll see the emails of the assigned agents, with two key controls on the right:
  1. The Toggle ⚪/🔵:
    • Perfect for holidays or sick leave.
    • On: The agent receives chats from this department.
    • Off: The agent belongs to the department but is “on the bench”. They won’t receive tickets, and there’s no need to remove and re-add them later.
  2. The Bin 🗑️:
    • Permanently removes the agent from this department.

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🎯 What is this used for in practice?

Having departments properly configured affects two things:
  1. Smart handoff: In your conversation flows, you can say: “If the user mentions ‘Invoice’, transfer to a human in the Finance department.”
  2. Livechat filters: Your agents can filter their inbox to see only tickets from their area of expertise, ignoring the rest of the company noise.
Divide and conquer! Organise your ranks so every ticket lands in the right hands. 🫡