Department Setup & Management

Departments — Quick Overview

1. A Department helps organize chats based on teams like Sales, Support, Operations, etc. 2. It ensures the right chats go to the right team instead of mixing everything together. 3. Departments solve 3 main problems:

• Proper chat distribution

• Shift & time management

• Clear analytics & performance tracking

4. One business can create multiple departments. 5. Each department can have multiple agents with different roles. 6. Main Roles:

• Manager → Can see and manage all chats of that department

• Chat Agent → Can only see and reply to assigned chats

7. Managers cannot access chats from other departments. 8. A Team Member is the user account, while an Agent is the role assigned inside a department. 9. One team member can be an agent in multiple departments with different roles. 10. Departments help balance workload and avoid agent overload. 11. Chat acceptance helps track who officially handled the chat. 12. Team member limits depend on your account’s allowed capacity