Departments and department leads

A department is a team, such as Sales or Support. Workflows and phone menus can route conversations to a department, and website visitors can pick one before they chat.

Before you start

Every planNeeds: Departments: Write

Create a department

1. Go to Settings›Teammates›Departments and click Create Department.

2. Type a Department Name, and optionally a description, colour and icon.

3. Turn on Show as department in chat widget if visitors should be able to choose it.

4. Click Create.

   You should see the department in the list.

5. Click View Members on it, then Add Members, tick the teammates and click Assign.

To change the order departments appear in, click Reorder.

Department leads

A lead can manage their department’s members and settings without being an admin. They can’t delete the department or change its lead.

On the department’s page, under Department Lead, click Assign Lead and choose a teammate. Leads must be members of the department with a Full seat.

Delete a department

Remove all its members first, then click Delete on its row. To hide it for a while instead, click Deactivate.

Your plan sets how many departments you can create.