Departments

Overview

Team Departments provide organizational structure within multi-agent chat environments. This feature enables grouping team members by specialization and controlling chat routing to departments or individuals.

Key capabilities include:

  • Assignment to entire departments
  • Assignment to specific users within departments
  • Direct assignment to team members outside departments

Important: This feature requires Business or Enterprise plans.

Limits

  • Maximum 10 departments per WhatsApp number
  • Up to 30 team members per department

Managing Departments

Creating Departments

  1. Access the Departments section in your console
  2. Click "Create Department"
  3. Enter a unique department name and optional description
  4. Save the new department

Adding Team Members

  1. Select the target department
  2. Click "Add Member"
  3. Select agents from your roster (maximum 30 members)

Editing and Removing

  • Click departments to modify names, descriptions, or membership
  • Delete departments after reassigning active chats

Chat Assignment Strategies

Department Assignment: Routes incoming chats to any available agent within that department, balancing workload distribution.

Individual Assignment: Directs chats to specific agents for specialized attention and accountability.

Filtering and Automation

Users can filter chats by department from the chat filters panel. The automatic chat assignment tool restricts assignments to specific department members.

API Support

The platform provides API endpoints for automating department management and chat assignments, including creating, updating, and deleting departments.

Best Practices

  • Structure departments by business function
  • Monitor team capacity against the 30-member limit
  • Align department assignments with existing team roles
  • Leverage flexibility of both department and individual routing