Help Center / Departments
Set up departments and route conversations
Use departments to keep Sales, Support, Billing, and Technical queues organized.
Departments are the simplest way to keep routing clear as a team grows. Create the departments your operators actually use, such as Sales, Support, Billing, and Technical.
Assign agents to the departments they cover, then use conversation detail to set or change the department when a visitor lands in the wrong queue. This keeps response metrics and team visibility cleaner than leaving every conversation in a single mixed stream.