Departments and routing
Departments are teams that chats go to, such as Orders and Catering, or Sales and Support. Each has its own people, working hours and messages.
Create a department
- 1Open Settings > Departments and press New department.
- 2Name it and choose who works in it.
- 3Set its hours: always open, or the days and times it is open, and the message customers get after hours.
- 4Choose how chats are shared: in turn (round robin), or the least busy person.
Where new chats go
In Settings > WhatsApp numbers, choose for each number: Menu (the customer picks a department from buttons) or Straight to one department. Write the greeting and the question above the menu, and choose the department for customers who do not pick.
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Related guides
- Your team and their rolesInvite your staff, each with their own login and only what they need to see.
- The shared inboxEvery WhatsApp chat in one place for your whole team: reply, transfer, note, label and search.
- Bot flowsA bot that answers the usual questions with buttons, day and night, and hands over to a person.