A department represents a business unit in your organization with specific responsibilities. Departments help you assign incoming visitors to the most suitable agents. You can create multiple departments to group your agents according to their responsibilities.
Note: The department feature is only available in the Comm100 Live Chat Plus, Live Chat Ultra, Omnichannel Plus, and Omnichannel 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 key and click New Department.
- On the New Department page, enter the department name and add agents to the department. You can add descriptions to help you identify the department.
- (Optional) Define 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 email addresses you defined.
- 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.
Now you have successfully created a department.