Departments

Who it is for: whoever manages the account

What it is for

Departments organize your team by area (Sales, Support, Collections, etc.) and send conversations to the right group. They are managed in Settings > Departments.

Create a department

The form has several tabs:

General

Name (required) and description.
Color: to identify it in the inbox and the dashboard.
Default: the department where conversations without an assigned department land.
Active: enables or pauses the department.

Business hours

Start and end time, and days of the week.
Time zone (detected from the browser).
Out-of-hours message: automatic reply when a message arrives outside the schedule.

💡

Tip:Use the out-of-hours message to say "Our hours are 9 to 6, we will reply as soon as possible".

Agents

Choose which users belong to the department. A user can be in several.

Channels

Assign WhatsApp numbers or accounts to the department.

How it is used

When an AI agent transfers, it can send the conversation to a department: it waits in its queue for a person to take it.
Surveys that escalate to a person also go to the configured department.
On the dashboard, each department shows its active and queued conversations.

For waiting times and alerts, see SLA and alerts.

ℹ️

Note:Some system departments are protected and cannot be deleted.