Departments

There are several ways to assign departments:

• Via Settings > Miscellaneous > Departments settings > Display in Dashboard: Forces users to choose a department when starting a new conversation.
• Via Settings > Automations > More.
• Via JavaScript: Insert the variable var SB_DEFAULT_DEPARTMENT = ID; into chat-displaying pages and replace “ID” with the department ID.
• Via API.

Yes, the chatbot can assign a department to an active conversation using Dialogflow actions.

Admins without an assigned department can see conversations from all departments.

1. You can insert the JavaScript variable var SB_DEFAULT_DEPARTMENT = ID; into the pages where the chat is displayed. Replace “ID” with the department ID. Check the APIs for more details.

• Agents can only access conversations assigned to their specific department.
• When an agent is assigned to a new department, an email notification is sent to all agents assigned to that department.
• The General department is global, granting agents access to all conversations across all departments.
• Agents without a department are automatically assigned to the General department.

• Display in Dashboard: Displays the departments’ list in the chat dashboard and requires users to choose a department before starting a conversation.
• Display Images: Displays department images instead of department colors.
• Label: Allows you to replace the label “Departments” (plural) with custom text. This name is displayed in the admin and tickets area.
• Label Single: Allows you to replace the label “Department” (singular) with custom text. Also displayed in the admin and tickets area.
• Dashboard Title: Sets the title of the chat dashboard list. Default: Departments.

To start using departments, follow these steps:

• Go to Settings > Miscellaneous and add the required departments. Save your changes and reload the page.
• Go to Users > Agents and edit an agent. You’ll see a new field to set the department of the agent.
• After saving, reload the page. In the Conversations area, you will now find an option to set the department for conversations.

To create and manage departments, follow these steps:

• Go to Settings > Miscellaneous and add required departments.
• Go to Users > Agents, edit an agent, and set their department.
• Now in the Conversations area, you can see the option to set the department for conversations.

Departments allow you to distribute conversations and assign specific agents to handle conversations related to specific topics or areas.