SmartAI allows you to create and manage Departments to organize your support team, streamline conversations, and route users to the right people (like Sales, Support, or Billing).

✅ Why Use Departments?

• Route chats to the right team automatically
• Assign agents to specific departments
• Control access to conversations by department
• Improve support response time and clarity

🔧 How to Set Up Departments

1. Go to Settings > Miscellaneous > Departments
   1. Add, rename, or delete departments
   1. Save and reload the page to apply changes
2. Go to Users > Agents, select an agent, and assign them to a department.
3. In the Conversations area, you’ll now be able to assign or filter chats by department.

💬 Chat Dashboard Settings

You can customize how departments appear to users:

👥 How It Works for Agents

• Agents with no assigned department can see all conversations.
• Agents with a department will only see chats, users, and agents within their assigned department.
• If a conversation is moved to another department, all agents in that department receive an email notification.

🧠 Assigning Departments Automatically

SmartAI can auto-assign departments using:

• Q&A Set Data
• Flows Actions
• Dialogflow Actions
• Dashboard Pre-Selection
  (Force users to pick a department before chatting)
• Automation Rules

Settings > Automations > More

• JavaScript Variable

Use var SB_DEFAULT_DEPARTMENT = ID; to pre-assign a department

• API Integration

Developers can assign departments through API if needed