🏢Departments
Departments help you organize your team, route conversations efficiently, and manage responsibilities across support, sales, onboarding, and more.
🏢 What Are Departments?
Departments in Operator AI allow you to:
Group users (agents) by function — e.g., Support, Sales, Billing, Onboarding.
Automatically route incoming conversations based on channel, topic, or user choice.
Filter and assign conversations more efficiently inside the Unified Inbox.
✅ Great for scaling teams and dividing responsibilities cleanly.
🛠️ How to Create and Assign Departments
Open your Operator AI Dashboard.
Go to Settings → Miscellaneous → Departments.
Click Add Department.
Name the department (e.g., “Support”).
Assign users (agents or managers) to that department.
Set routing rules if desired (by channel, keyword, form answer, etc.).
✅ You can create unlimited departments depending on your plan.
🔄 Common Department Examples
Support
Handle technical or account-related issues.
Sales
Manage pre-sale questions, demos, or quotes.
Billing
Handle payment issues, refunds, and invoicing.
Onboarding
Guide new customers or users through setup.
Success
Check-ins, NPS follow-up, customer growth.
✅ Clear department definitions = faster response + better customer experience.
📋 Best Practices for Departments
Assign Flows to departments
Ensure the right team follows up when needed.
Use conditional routing rules
Automatically send users to the right team based on topic or channel.
Monitor team performance per department
See who’s overloaded or lagging.
Align Automations by department
For example, post-purchase Flows → Onboarding Dept.
Rename or restructure departments as you scale
Keep everything clean and relevant.
✅ Smart structure enables speed, clarity, and scale.
🧠 Bonus: Department-Level Analytics
If enabled on your plan:
You can view inbox volume, response time, resolution time, and CSAT per department.
Helps you optimize staffing, training, and support outcomes.
✅ Contact your Success Manager to unlock advanced metrics if you're on a Growth or Enterprise plan.
🛟 Need Help?
Follow department setup tutorials inside this documentation.
Email support@heyoperator.ai if you need help planning your team structure.
Ask your Success Manager to review department efficiency quarterly.
✅ We’re here to help your team run like a machine.
🎯 Next Step
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