Departments
Create staff departments for organization and conversation assignment
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Departments
Departments (staff / team groups) help organize agents for routing, filters, and reporting.
Departments list
/docs/en/workspace/team/departments.png
What you can do
- Create and rename departments
- Assign users to departments
- Use departments in inbox assignment and campaign audience filters when available
Create a department
- Open Departments / Staff departments from the Users menu or Settings Account → Team → Team groups
- Click Create
- Enter a clear name (Support, Sales, VIP, …)
- Save
- Assign users from the Users screen (
admin/users)
Screen source: admin/users/team_groups (also under Account Settings → Team).
Use departments day to day
- Assign conversations to the right department / agent in Unified Chat
- Filter campaign audiences by department when the campaign wizard exposes that filter
- Keep department membership updated when staff move teams
Department structure should match how your business actually routes customer work — not every org chart box.