A department represents a business unit in your organization with specific responsibilities. Departments help route incoming chats or tickets to the most appropriate agents based on their roles. By creating multiple departments, you can group agents according to their responsibilities and manage customer requests more efficiently.
Note: The Department feature is available in Live Chat Plus and Live Chat Ultra packages. Click here to compare the features available in different packages.
Step-by-Step Instructions
- Log in to your Comm100 control panel.
- From the left navigation menu, go to Global Settings > People > Departments.
- Turn on the Departments Toggle and click New Department.
- On the New Department page, enter the department name and add agents to the department. You can add a description to help identify the department.
- Choose whether the department can be used in Live Chat and Ticketing & Messaging. By default, a newly created department can be used in both Live Chat and Ticketing & Messaging.
- Available in Live Chat: When selected, the department appears as an option in Live Chat configurations such as offline messages and auto distribution rules. For offline messages, you can choose to send the messages to all the agents in this department or other specified email addresses.
- Available in Ticketing & Messaging: When selected, the department appears as an option in Ticketing & Messaging configurations such as auto distribution rules and triggers.
- Click Save.
The department is now created and ready to be used in your Live Chat or Ticketing & Messaging configurations.