Departments group your team by function, for example sales, support, and billing. Routing a chat to a department, rather than one person, means whoever is free in that team can pick it up.
These steps describe CRM V2, the current version. If your account is still on the older CRM, the screens differ but the ideas are the same. Newer accounts are on V2 by default.
Assign team members to departments, then route incoming chats or bot handoffs to a department. The chat waits for anyone in that team rather than a single agent, which keeps response times down when someone is away.
Combine departments with a bot's working-hours block to route day-time chats to a live department and after-hours chats to an away message or queue.
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