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In Bold360, departments control how agents are grouped and how chats and other work items are distributed. Departments may also differ from the actual 'departments' within your business due to language or skill groups.

Note: This article is part of a Quick Start Guide to help you implement your Bold360 environment from scratch.

To see the below steps in action, view our tutorial:

Note: In simple deployments, you may only have one department and that?s okay. Setting up that department will help keep your deployment organized and set you up for success as your organization?s digital engagement strategy matures.

1. In the Web Admin Center, go to Organization > Departments.
2. On the Department Management tab, click Create New.

   

3. Enter a Name for your Department.

   Customers can see this name when you have multiple departments and want customers to choose which department they want to be routed to. This requires a pre-chat form.

4. Under Language, select the language that agents in this department speak.

   

5. On the Agents tab, click on individual agent names to add agents to their appropriate department. To remove agents from the department, click on the agent name again to move them to the lower section.

   

6. You can also set department-level business hours.

   See How to set department-level business hours.

7. Save your changes.