Departments

Overview

Departments organize your team into groups. Conversations can be automatically routed to the right department.

Create a Department

Settings → Departments → "New Department"

Fields:

• Name — e.g. "Support", "Sales", "Technical"
• Description — Optional description of the department

Manage Members

Click on a department to open the detail dialog.

Add a Member

1. In the detail dialog, open the dropdown "Select Team Member"
2. Select a team member from the list (only members not yet assigned)
3. Click "Add Member"

Remove a Member

1. In the detail dialog, click "Remove" on the desired member
2. Confirm in the confirmation dialog

Edit a Department

Click the pencil button on the card → Edit dialog with name and description.

Delete a Department

Click the trash button on the card → confirmation required. All member assignments are removed.

Conversation Routing

Departments are used in Workflows and Triggers to automatically assign conversations:

• Workflow action: "Assign to Department"
• Widget configuration: Default department per widget