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Route chats to the right team

Departments let you split your team into groups, like Support, Sales or Billing, and send each conversation to the people who actually handle it, instead of everyone seeing everything.

Departments are available on the Growth plan and above.

Create a department

  1. Open Departments

    Go to Workspace → Departments and click New department.

  2. Name it and pick an icon

    Give it a clear name your visitors would recognise, Support, Sales, Billing, and choose an icon so it's easy to spot in the dashboard.

  3. Add agents

    Choose which teammates belong to the department. Only those agents are notified about its chats, and only they can pick up unassigned chats in that queue.

Routing tags, how visitors get sent to a team

A routing tag connects a topic the visitor picks to a department. When routing is on, the widget shows a short topic picker before the chat starts; the visitor chooses one, and the conversation is sent straight to that department.

  • Create a tag and link it to a department in your tag settings.
  • Turn on the topic picker in Widget Settings.
  • From then on, chats arrive already routed, and only that team gets pinged.

What visitors see

Visitors get a simple "What can we help with?" choice. If you'd rather keep things simple, leave routing off and every chat goes to the general queue that all agents share.

Frequently asked questions

How do I route chats to the right team?
Create departments, add agents to each, and use routing tags so visitors pick a topic that sends their chat straight to the right team. Only that department's agents are notified.
What is a routing tag?
A routing tag connects a topic the visitor chooses to a department. When routing is on, the widget shows a short topic picker and the chat is sent to the matching team.
How do I create a department?
Go to Workspace, Departments, click New department, name it, pick an icon, and add the agents who should handle its chats.
Which plan do I need for departments?
Departments and routing are available on the Growth plan and above.
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