Departments Management

The department feature helps manage chats effectively by distributing them to the right teams. A business can easily route queries to special chat departments, depending on the company structure and also depending on the specialized skills/responsibilities for different areas such as sales, marketing, tech support, logistic etc.   

Adding departments can create differentiation in a variety of ways: 

• Specialized customer queries will reach to the department with right set of skills and people.
• The feature eliminates unnecessary chat transfers and ensures faster resolutions to chat queries. 
• Automated routing for right department can lead to more effective and high-quality customer support.

Here is a video tutorial that explains how to create departments and their significant benefits to your business.

How can you add departments?

For creating departments, you need to click on the “Add Department” by going to the Department option under the Settings menu.

When you click on Add Department you will be getting a few elements that are important to fill up to add departments. They are as follows:

Department Name

Give the name to the department created such as Sales, Marketing, etc.

Description

Add a small description of the role of the department.

Select Agents

Choose the expert team members for the concerned departments. Once you fill up fields,  click on the “Create Department”.

You have now different departments along with agent names and descriptions. Now, when customers will reach out to you, easily route them to the right department to provide faster and effective solutions at minimal wait time. 

What’s next? 

• How to add trusted domain
• Manage sound and voice notifications with advanced setting