Route chats with departments

The Users page has three tabs: Users, Roles and Permissions and Departments. Roles decide what someone can do (see Users and roles); departments decide which chats they handle.

Create a department

1. 1Open Users and select the Departments tab.
2. 2Select Create department.
3. 3Enter a Department name (required), for example Finance, and an optional Description of the chats it handles.
4. 4Under Assign members, start typing a name or email and tick the teammates to add. Selected people appear as chips you can remove.
5. 5Turn on Set as default department if this team should catch all unrouted chats.
6. 6Select Create department.

Each department gets its own colour automatically, so you can tell them apart in lists. There is no colour picker to manage.

Manage departments

The table shows each department's name, description, members and status (Active or Inactive). The default one carries a Default badge. Use the actions menu on a row to:

• Edit department: change the name, description or members.
• Set as default: makes this the catch-all and replaces the current default.
• Deactivate or Activate: switch it off without deleting it.
• Delete: remove it. You can also select several rows and delete them together.