Creating and editing your departments
If you want to create a customer service department or two, just go to Settings → Departments and click the 'Add department' button.
Add any number of team members to each department right away or add them later in each agent’s profile.
The main purpose of such department is that you can easily transfer chats to different departments and distribute questions and requests correspondingly.
Transfer chats to a specific department
If you want to assign a chat to a certain department, you can do that right from your agent chat window.
Just click the gear icon at the top corner of a chat window and choose the 'Transfer chat to department' option from the drop-down menu: