--- title: "Departments, Queue and routing - Devad CHAT Guides — Devad" url: "https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205" --- [Skip to content](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#main-content) [![Devad.io](https://st1.devad.io/brand/logo-devad-white-mode-v3.png)](https://st1.devad.io) [Home](https://st1.devad.io) [POST](https://devad.io/post) [CHAT](https://devad.io/chat) [SITE](https://devad.io/site) [AI](https://devad.io/ai-agent) [Pricing](https://st1.devad.io/pricing) [](https://st1.devad.io/help#hc-search) [Agent view](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205.md) [Docs](https://st1.devad.io/help/en/docs/) [Guides](https://st1.devad.io/help/en/guides/) [Changelog](https://st1.devad.io/help/en/changelog/) Browse these Docs [12Ai Agentic Chatbot](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/) - [AI Agent & Chatbot for Automated Appointment & Booking System](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/ai-agent-chatbot-for-automated-appointment-booking-system--2) - [AI Basic Settings : Human takeover, Smart reply, & Troubleshooting](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/ai-basic-settings-human-takeover-smart-reply-troubleshooting--26) - [AI & Chatbot Builder](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/ai-chatbot-builder--32) - [Google Calendar & TidyCal Integrations with Chatbot](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/appointments-with-google-calendar-or-tidycal--42) - [AI & Chatbot Builder](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/ai-chatbot-builder--172) - [Flows Builder & External API](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/flows-builder-external-api--72) - [Google Integration & AI Features](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/google-integration-ai-features--78) - [AI Basic Settings : Human takeover, Smart reply, & Troubleshooting](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/ai-basic-settings-human-takeover-smart-reply-troubleshooting--216) - [OpenAI, Integrations, & Chatbot Training](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/openai-chatbottidycal-flows-builder--218) - [OpenAI, Integrations, & Chatbot Training](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/openai-chatbottidycal-flows-builder--120) - [Flows Builder & External API](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/flows-builder-external-api--220) - [Google Integration & AI Features](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/google-integration-ai-features--226) [View all Ai Agentic Chatbot](https://st1.devad.io/help/en/docs/ai-agentic-chatbot/) [1CHAT App](https://st1.devad.io/help/en/docs/chat-devad-io-docs/) - [User Management](https://st1.devad.io/help/en/docs/chat-devad-io-docs/user-management--165) [5Features Use Cases](https://st1.devad.io/help/en/docs/features-use-cases/) - [AI Agent & Chatbot for e-Commerce [ WooCommerce, shopify, Opencart & Others]](https://st1.devad.io/help/en/docs/features-use-cases/ai-agent-chatbot-for-e-commerce-woocommerce-shopify-opencart-others--10) - [AI Agentic Chatbot Features](https://st1.devad.io/help/en/docs/features-use-cases/ai-agentic-chatbot--18) - [Appointments, Reservations, and meeting Scheduling](https://st1.devad.io/help/en/docs/features-use-cases/appointments-reservations-and-meeting-scheduling--37) - [Customer Support Features](https://st1.devad.io/help/en/docs/features-use-cases/customer-support-features--60) - [Marketing Feautres for Any Business](https://st1.devad.io/help/en/docs/features-use-cases/marketing-feautres-for-any-business--105) [View all Features Use Cases](https://st1.devad.io/help/en/docs/features-use-cases/) [3POST App](https://st1.devad.io/help/en/docs/post-devad-io-docs/) - [POST.devad.io Analytics Guides](https://st1.devad.io/help/en/docs/post-devad-io-docs/post-devad-io-analytics-guides--4) - [POST.devad.io Features Guides](https://st1.devad.io/help/en/docs/post-devad-io-docs/post-devad-io-features-guides--12) - [AI Agent Skill: one Prompt to Post Everywhere](https://st1.devad.io/help/en/docs/post-devad-io-docs/ai-agent-skill-one-prompt-to-post-everywhere--20) [19Settings Area](https://st1.devad.io/help/en/docs/settings-area/) - [Conversation Management System](https://st1.devad.io/help/en/docs/settings-area/conversation-management-system--163) - [Articles & Tickets Sections](https://st1.devad.io/help/en/docs/settings-area/articles-tickets-sections--45) - [Automations & Cron Job](https://st1.devad.io/help/en/docs/settings-area/automations-cron-job--48) - [Department Settings & Configuration](https://st1.devad.io/help/en/docs/settings-area/department-settings-configuration--167) - [Notifications Management](https://st1.devad.io/help/en/docs/settings-area/notifications-management--170) - [Conversation Management System](https://st1.devad.io/help/en/docs/settings-area/conversation-management-system--57) - [Department Settings & Configuration](https://st1.devad.io/help/en/docs/settings-area/department-settings-configuration--63) - [Departments, Queue and routing](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--66) - [Email, Newsletter, SMS, & Notifications](https://st1.devad.io/help/en/docs/settings-area/email-notifications-sms--69) - [Miscellaneous: More Features & settings](https://st1.devad.io/help/en/docs/settings-area/more-features-settings--184) - [Language and Translations](https://st1.devad.io/help/en/docs/settings-area/language-and-translations--201) - [Articles & Tickets Sections](https://st1.devad.io/help/en/docs/settings-area/articles-tickets-sections--203) - [Departments, Queue and routing](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205) - [Language and Translations](https://st1.devad.io/help/en/docs/settings-area/language-and-translations--102) - [Automations & Cron Job](https://st1.devad.io/help/en/docs/settings-area/automations-cron-job--209) - [Mobile App & Other Settings](https://st1.devad.io/help/en/docs/settings-area/mobile-app-other-settings--108) - [Miscellaneous: More Features & settings](https://st1.devad.io/help/en/docs/settings-area/more-features-settings--111) - [Mobile App & Other Settings](https://st1.devad.io/help/en/docs/settings-area/mobile-app-other-settings--212) - [Notifications Management](https://st1.devad.io/help/en/docs/settings-area/notifications-management--117) [View all Settings Area](https://st1.devad.io/help/en/docs/settings-area/) [9Setup Basics](https://st1.devad.io/help/en/docs/setup-basics/) - [Chat & Conversations](https://st1.devad.io/help/en/docs/setup-basics/chat-conversations--51) - [Having problems?](https://st1.devad.io/help/en/docs/setup-basics/having-problems--81) - [Plans & Pricing](https://st1.devad.io/help/en/docs/setup-basics/plans-pricing--193) - [Users & Access](https://st1.devad.io/help/en/docs/setup-basics/users-access--195) - [Chat & Conversations](https://st1.devad.io/help/en/docs/setup-basics/chat-conversations--197) - [Having problems?](https://st1.devad.io/help/en/docs/setup-basics/having-problems--199) - [Installing CHAT Widget](https://st1.devad.io/help/en/docs/setup-basics/installing-chat-widget--99) - [Plans & Pricing](https://st1.devad.io/help/en/docs/setup-basics/plans-pricing--126) - [Users & Access](https://st1.devad.io/help/en/docs/setup-basics/users-access--144) [View all Setup Basics](https://st1.devad.io/help/en/docs/setup-basics/) [10Whatsapp](https://st1.devad.io/help/en/docs/whatsapp/) - [How to Create and Keep WhatsApp Business Account Healthy](https://st1.devad.io/help/en/docs/whatsapp/how-to-create-and-keep-whatsapp-business-account-healthy--153) - [WhatsApp Templates & Flows](https://st1.devad.io/help/en/docs/whatsapp/how-to-use-whatsapp-templates-in-chat-devad-io--159) - [Connect WhatsApp Business With CHAT.devad.io](https://st1.devad.io/help/en/docs/whatsapp/connect-whatsapp-business-with-chat-devad-io--54) - [How to Connect WhatsApp Twilio to Chat.devad.io](https://st1.devad.io/help/en/docs/whatsapp/how-to-connect-whatsapp-twilio-to-chat-devad-io--84) - [How to Create and Keep WhatsApp Business Account Healthy](https://st1.devad.io/help/en/docs/whatsapp/how-to-create-and-keep-whatsapp-business-account-healthy--87) - [Setting Up Your 360dialog Account](https://st1.devad.io/help/en/docs/whatsapp/setting-up-your-360dialog-account--132) - [WhatsApp Shop](https://st1.devad.io/help/en/docs/whatsapp/whatsapp-shop--228) - [WhatsApp Shop](https://st1.devad.io/help/en/docs/whatsapp/whatsapp-shop--147) - [WhatsApp Templates & Flows](https://st1.devad.io/help/en/docs/whatsapp/whatsapp-templates--148) - [WhatsApp voice & video calls](https://st1.devad.io/help/en/docs/whatsapp/whatsapp-voice-video-calls--149) [View all Whatsapp](https://st1.devad.io/help/en/docs/whatsapp/) [5More Integrations](https://st1.devad.io/help/en/docs/more-integrations/) - [WordPress Integration](https://st1.devad.io/help/en/docs/more-integrations/full-wordpress-integration--75) - [How To Export and Import Users in CHAT.devad.io Safely](https://st1.devad.io/help/en/docs/more-integrations/how-to-export-and-import-users-in-chat-devad-io-safely--93) - [More Integration: Slack, Opencart, Martfury, Zalo, Zendesk, Viber, Line, WeChat](https://st1.devad.io/help/en/docs/more-integrations/more-integration-slack-opencart-martfury-zalo-zendesk-viber-line-wechat--114) - [OpenCart](https://st1.devad.io/help/en/docs/more-integrations/opencart--123) - [Shopify Integration](https://st1.devad.io/help/en/docs/more-integrations/shopify-integration--135) [View all More Integrations](https://st1.devad.io/help/en/docs/more-integrations/) [3Facebook Instagram Messenger](https://st1.devad.io/help/en/docs/facebook-instagram-messenger/) - [Messenger (Facebook & Instagram) Setup](https://st1.devad.io/help/en/docs/facebook-instagram-messenger/how-to-enable-messenger-facebook-instagram--90) - [Reply Comments & DM for Comments](https://st1.devad.io/help/en/docs/facebook-instagram-messenger/reply-comments-dm-for-comments--129) - [Reply Comments & DM for Comments](https://st1.devad.io/help/en/docs/facebook-instagram-messenger/reply-comments-dm-for-comments--233) [2General](https://st1.devad.io/help/en/docs/general/) - [Chat](https://st1.devad.io/help/en/docs/general/chat--96) - [User Management](https://st1.devad.io/help/en/docs/general/user-management--141) [1Telegram](https://st1.devad.io/help/en/docs/telegram/) - [Telegram AI Agent & Chatbot Setup](https://st1.devad.io/help/en/docs/telegram/telegram-ai-agent-chatbot-setup--138) [1Twitter X](https://st1.devad.io/help/en/docs/twitter-x/) - [X (Twitter) AI Agent & Chatbot Setup](https://st1.devad.io/help/en/docs/twitter-x/x-twitter-ai-agent-chatbot-setup--150) [4Ecommerce Features](https://st1.devad.io/help/en/docs/ecommerce-features/) - [AI Agent & Chatbot for e-Commerce [ WooCommerce, shopify, Opencart & Others]](https://st1.devad.io/help/en/docs/ecommerce-features/ai-agent-chatbot-for-e-commerce-woocommerce-shopify-opencart-others--188) - [Email, Newsletter, SMS, & Notifications](https://st1.devad.io/help/en/docs/ecommerce-features/email-notifications-sms--207) - [AI Agentic Chatbot Features](https://st1.devad.io/help/en/docs/ecommerce-features/ai-agentic-chatbot--214) - [Customer Support Features](https://st1.devad.io/help/en/docs/ecommerce-features/customer-support-features--239) [View all Ecommerce Features](https://st1.devad.io/help/en/docs/ecommerce-features/) [2Lead Gen Features](https://st1.devad.io/help/en/docs/lead-gen-features/) - [Google Calendar & TidyCal Integrations with Chatbot](https://st1.devad.io/help/en/docs/lead-gen-features/appointments-with-google-calendar-or-tidycal--222) - [Appointments, Reservations, and meeting Scheduling](https://st1.devad.io/help/en/docs/lead-gen-features/appointments-reservations-and-meeting-scheduling--224) [1Marketing Features](https://st1.devad.io/help/en/docs/marketing-features/) - [Marketing Feautres for Any Business](https://st1.devad.io/help/en/docs/marketing-features/marketing-feautres-for-any-business--237) [1Business Themes](https://st1.devad.io/help/en/docs/business-themes/) - [Business Page Templates](https://st1.devad.io/help/en/docs/business-themes/business-page-templates--34) [19Portraits](https://st1.devad.io/help/en/docs/portraits/) - [How to Create Editorial Portrait 4k for Free](https://st1.devad.io/help/en/docs/portraits/how-to-create-editorial-portrait-4k-for-free--3) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits: The Ultimate Cinematic Men’s Fashion Collection](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-the-ultimate-cinematic-mens-fashion-collection--19) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Studio Fashion, and Graphic Art](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-studio-fashion-and-graphic-art--27) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits of Men and Majestic Horses](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-of-men-and-majestic-horses--33) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Cinematic Art, and Surreal Fashion Photography](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-cinematic-art-and-surreal-fashion-photography--38) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Cozy Interiors, and Cinematic Morning Vibes](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-cozy-interiors-and-cinematic-morning-vibes--43) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Cinematic Men’s Fashion, and Photorealistic Lifestyle Shots](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-cinematic-mens-fashion-and-photorealistic-lifestyle-shots--46) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Lifestyle, and Professional Branding](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-lifestyle-and-professional-branding--49) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Epic Adventures, and Cinematic Landscapes](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-epic-adventures-and-cinematic-landscapes--52) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, 3D Optical Illusions, and Urban Surrealism](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-3d-optical-illusions-and-urban-surrealism--55) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, High-Fashion Editorials, and Cinematic Urban Styles](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-high-fashion-editorials-and-cinematic-urban-styles--58) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, High-Fashion Streetwear, and Surreal Editorials.](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-high-fashion-streetwear-and-surreal-editorials--61) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, High-Fashion Editorials, and Vogue-Style Covers](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-high-fashion-editorials-and-vogue-style-covers--64) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Cinematic Travel, and Realistic Lifestyle Shots](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-cinematic-travel-and-realistic-lifestyle-shots--67) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, High-Fashion Editorials, and Cinematic 3D Art](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-high-fashion-editorials-and-cinematic-3d-art--70) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Luxury Styles, and Creative Avatars](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-luxury-styles-and-creative-avatars--73) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits: Men’s Fashion & Coastal Luxury Styles](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-mens-fashion-coastal-luxury-styles--79) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Fine Art Photography, and Cinematic Editorials.](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-fine-art-photography-and-cinematic-editorials--91) - [Viral Gemini AI Prompts Ready to Copy & Paste for Portraits, Featuring Iconic Cairo Tower Vistas and Elegant Hijab Fashion.](https://st1.devad.io/help/en/docs/portraits/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-featuring-iconic-cairo-tower-vistas-and-elegant-hijab-fashion--94) [View all Portraits](https://st1.devad.io/help/en/docs/portraits/) [4Profiles](https://st1.devad.io/help/en/docs/profiles/) - [Viral Gemini AI Prompts Ready to Copy & Paste for Profile, Cinematic Lighting, and Luxury Editorials.](https://st1.devad.io/help/en/docs/profiles/viral-gemini-ai-prompts-ready-to-copy-paste-for-portraits-cinematic-lighting-and-luxury-editorials--76) - [Viral Gemini AI Prompts Ready to Copy & Paste for Profile Photos, Cinematic Street Style, and Moody Aesthetics](https://st1.devad.io/help/en/docs/profiles/viral-gemini-ai-prompts-ready-to-copy-paste-for-profile-photos-cinematic-street-style-and-moody-aesthetics--82) - [Viral Gemini AI Prompts Ready to Copy & Paste for Professional Photos, LinkedIn Profiles, and Fashion Styles](https://st1.devad.io/help/en/docs/profiles/viral-gemini-ai-prompts-ready-to-copy-paste-for-professional-photos-linkedin-profiles-and-fashion-styles--85) - [Viral Gemini AI Prompts Ready to Copy & Paste for Professional Profiles, Men’s Style, and LinkedIn](https://st1.devad.io/help/en/docs/profiles/viral-gemini-ai-prompts-ready-to-copy-paste-for-professional-profiles-mens-style-and-linkedin--88) [View all Profiles](https://st1.devad.io/help/en/docs/profiles/) [17Products](https://st1.devad.io/help/en/docs/products/) - [Viral Gemini AI Prompts Ready to Copy & Paste for High-Converting Resistance Bands Product Photography](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-high-converting-resistance-bands-product-photography--97) - [Viral Gemini AI Prompts Ready to Copy & Paste for Pop-Art Geometric Pizza Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-pop-art-geometric-pizza-product-style-for-e-commerce--100) - [Viral Gemini AI Prompts Ready to Copy & Paste for Cinematic Gaming Headset Product Styles](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-cinematic-gaming-headset-product-styles--103) - [Viral Gemini AI Prompts Ready to Copy & Paste for Romantic Feminine Lipstick Flat Lay Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-romantic-feminine-lipstick-flat-lay-style-for-e-commerce--106) - [Viral Gemini AI Prompts Ready to Copy & Paste for Bright Energetic Home Workout Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-bright-energetic-home-workout-product-style-for-e-commerce--109) - [Viral Gemini AI Prompts Ready to Copy & Paste for Trendy Outfit Grid Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-trendy-outfit-grid-product-style-for-e-commerce--112) - [Viral Gemini AI Prompts Ready to Copy & Paste for Macro Backlit Keyboard Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-macro-backlit-keyboard-product-style-for-e-commerce--115) - [Viral Gemini AI Prompts Ready to Copy & Paste for Copy-Paste AI Image Prompts: Ultra-Detailed Macro Gourmet Truffle Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-copy-paste-ai-image-prompts-ultra-detailed-macro-gourmet-truffle-product-style-for-e-commerce--118) - [Viral Gemini AI Prompts Ready to Copy & Paste for Macro Technical Armrest Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-macro-technical-armrest-product-style-for-e-commerce--121) - [Viral Gemini AI Prompts Ready to Copy & Paste for Technical Macro Suitcase Wheel Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-technical-macro-suitcase-wheel-product-style-for-e-commerce--124) - [Viral Gemini AI Prompts Ready to Copy & Paste for Intricate Mechanical Watch Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-intricate-mechanical-watch-product-style-for-e-commerce--127) - [Viral Gemini AI Prompts Ready to Copy & Paste for Artistic Macro Burning Wick Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-artistic-macro-burning-wick-product-style-for-e-commerce--130) - [Viral Gemini AI Prompts Ready to Copy & Paste for Moody Pinterest Aesthetic Sofa Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-moody-pinterest-aesthetic-sofa-product-style-for-e-commerce--133) - [Viral Gemini AI Prompts Ready to Copy & Paste for Chic Beauty-Influencer Hair Dryer Flat Lay Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-chic-beauty-influencer-hair-dryer-flat-lay-product-style-for-e-commerce--136) - [Viral Gemini AI Prompts Ready to Copy & Paste for Futuristic Cyberpunk Smartphone Product Photography](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-futuristic-cyberpunk-smartphone-product-photography--139) - [Viral Gemini AI Prompts Ready to Copy & Paste for Calming Conceptual Skincare Jar Product Style for E-commerce](https://st1.devad.io/help/en/docs/products/viral-gemini-ai-prompts-ready-to-copy-paste-for-calming-conceptual-skincare-jar-product-style-for-e-commerce--142) - 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Departments give you the power to distribute conversations and… Abdullah HA ## Team Workflow & Conversation Routing**Settings** Scale your support operations with powerful distribution and organization tools. - **Departments:** Segment your team (e.g., Sales, Support) and route conversations accordingly. - **Queue & Routing:** Automatically distribute incoming chats to available agents or place users in a waiting line when demand is high. - **Email Piping:** Seamlessly integrate your email inbox, allowing agents and users to reply to chat messages directly from their email clients. - **Office Hours:** Define your team’s availability to trigger offline messages or hide the chat widget outside of business hours. ## Departments Departments give you the power to distribute conversations and assign various agents to specific departments. For example, you can create a department entitled “Sales” and assign specific conversations to that department. To start using departments, follow the steps below: - Go to **Settings > Miscellaneous** and add, delete and manage the departments. After saving, reload the page. - Go to **Users > Agents** and edit an agent, you will see a new field where you can set the department of the agent. - Reload the page and you’re done! In the **Conversations area**, you will now see an option to set the department. ## Departments Settings - **Display in dashboard** Displays the departments’ list in the chat dashboard and force users to choose a department before starting a conversation. - **Display images** Displays the department image instead of the department color. - **Display in conversation list** Displays the department color in the conversation list of the admin area. - **One conversation per department** Restrict users from opening multiple conversations within the same department, allowing only one conversation to be active per department. - **Label** Replace the label **Departments** (plural) with another text. The name is displayed in the admin and tickets area. - **Label single** Replace the label **Department** (singular) with another text. The name is displayed in the admin and tickets area. - **Dashboard title** Set the title of the chat dashboard list. Default: Departments. ## How it works - Agents and admins with no assigned department always see the conversations of all departments. - Agents and admins with an assigned department can only access conversations, users, and agents within that department. - When a conversation is assigned to a new department, an email notification is sent to all of the agents assigned to the new department. - The chatbot can assign a department to the active conversation through the [Q&A set data](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#open-ai-qea) feature, the [flows actions](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#open-ai-flows) feature, or [Dialogflow actions](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#dialogflow-actions) . ## How to assign a department to a conversation You can assign a department to a conversation in several ways: - Via the [Q&A set data](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#open-ai-qea) feature. - Via the [flows actions](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#open-ai-flows) feature. - Via **Settings > Miscellaneous > Departments settings > Display in dashboard**. In this case, the user will be required to select a department before starting a new conversation. - Via **Settings > Automations > More**. - Via JavaScript, with the variable **var SB_DEFAULT_DEPARTMENT = ID;**. Enter the code into the pages where the chat is displayed and replace ID with the department ID. For more details check the API here. - Via [API](https://chat.devad.io/docs/api/js) . ## Department linking If the **Settngs > Slack > Department linking** option is active, when a conversation in the CHAT.devad.io is assigned to a [department](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#departments) , a new message is sent to the linked Slack channel, informing Slack users that a new conversation has started and inviting them to join the dedicated user Slack channel. However, the full conversation can only be accessed on the dedicated Slack channel of the specific user. - Get the department IDs from **Settings > Miscellaneous > departments**. - Get the channel IDs by clicking the button **Get channel IDs**. --- ## Queue and routing When the queue is activated via **Settings > Miscellaneous > Queue**, or routing is activated via **Settings > Miscellaneous > Routing**, CHAT.devad.io automatically assigns the users conversations to all available agents proportionately. - Only online agents are counted as “available” agents and will receive new conversations. Conversations are assigned proportionally between all online agents. If no agents are online, the conversation will remain unassigned and will be automatically assigned to the first agent who comes online. - Admins are not included; admins always see all the conversations. - Agents must archive a conversation to mark it as completed; this will automatically give them access to the next conversation in the queue. A conversation is active if it’s not deleted, or archived. - Agents can switch their status between online and offline by hovering over their profile image and then clicking the label of the profile pop-up at the bottom-left of the admin area. - Agents can only search and filter their conversations. - Agents can only view their conversations; however, they can see all of the conversations of a single user. - To enable agents to view all unassigned conversations, activate **Settings > Miscellaneous > Hide conversations of other agents** and **View unassigned conversations**. - Queue and routing are compatible with the [departments](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#departments) . - If [human takeover](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#human-takeover) is active, the queue or routing is activated only on human takeover. - When routing or queue is active, the [agents menu](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#agents-menu-admin) will be automatically enabled. ## More information – Queue only When the queue is activated users enter into a queue automatically when an agent’s chat limit is reached. When a user enters the queue, a message with the current position in the queue and the estimated waiting time is displayed. CHAT.devad.io automatically assigns the conversations to all available agents proportionately. When an agent marks a conversation as completed (by archiving it), the queue is updated and a new conversation is received. - If a user is in the queue and leaves (e.g. by closing the browser) for more than 1 minute, the conversation is saved; however, once the user comes back, the queue is reset and the user will lose their previous position. If the user leaves, the conversation remains unassigned and therefore invisible to agents, but only visible to admins. - You can use the following merge fields in the queue message: **{position}**, **{minutes}**. They will be replaced by the real values in real-time. - The waiting time is displayed in minutes and is calculated as follows: queue position X response time = waiting time. For example, if a user is 5th in the queue, and the response time has been set to 4 minutes (via Settings > Miscellaneous > Queue), then the total wait time displayed to the user will be 20 minutes. - When the sound option is active, a sound is played when it’s the user’s turn. - For conversations started from messaging apps like WhatsApp, it is not possible to respect the limit of conversations per agent, all conversations will be immediately and proportionally assigned to an online agent. If no agents are online, the conversation will remain unassigned and will be automatically assigned to the first agent who comes online. - Use the [offline message](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#offline-message) to prevent the chat from showing the queue update message to the user. To test the queue, follow the steps below: - To simulate multiple users and agents, open the chat in multiple different browsers (e.g. Opera, Firefox, Brave, Chrome, etc.). Each browser can simulate two users/agents: one in normal mode and one in “private” or “incognito” mode. - To reset the chat and start a new user session, open the browser console, enter **SBF.reset()**, and press **ENTER**. ## More information – Routing only When the routing is activated CHAT.devad.io automatically assigns the users conversations to all available agents proportionately. - If the **Routing > Disable online status check** option is active, the conversations are distributed proportionally among all agents, regardless of whether they are online or offline. - When an agent comes back online after being offline, all unassigned conversations are automatically assigned to them. - When routing is active agents can manually route conversations to other agents from the right panel of the conversations area. - If the conversation is archived and the user reopens it in the future by sending a new message, if the assigned agent in the conversation is offline, the conversation is assigned to another agent. ## Manual routing When the routing is activated via **Settings > Miscellaneous > Hide conversation of other agents** agents see only their own conversations and can select the unassigned ones. - **Agents menu**: enable the [agents menu](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#agents-menu-admin) . - **Routing if offline**: if the conversation is archived and the user reopens it in the future by sending a new message, if the assigned agent in the conversation is offline, the conversation is assigned to another online if there is at least one, otherwise to no agent. - **View unassigned conversations**: allow agents to view the unassigned conversations, when an agent replies the conversation is automatically assigned to him and the conversation is removed in real-time from the admin area of the other agents. Check this option to enable the manual routing. ## Agents menu The Agents menu lets you assign conversations to specific agents. It appears on the right side of the conversations area and is automatically enabled when queueing or routing is active. Select multiple conversations (see [keyboard shortcuts](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#keyboard) ) to assign the selected conversations to a specific agent. ## Assign an agent to a conversation You can assign an agent to a conversation in several ways: - Via the [Q&A set data](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#open-ai-qea) feature. - Via the [flows actions](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#open-ai-flows) feature. - Via the [queue or routing](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#queue-routing) features. - By enabling the **Settings > Chat > Agents menu** option. In this case, the user will be required to select an agent before starting a new conversation. - Via **Settings > Automations > More**. - Via JavaScript, with the variable **var SB_DEFAULT_AGENT = ID;**. Enter the code into the pages where the chat is displayed and replace ID with the agent ID. For more details check the API here. - Via [API](https://chat.devad.io/docs/api/js) . --- ## Email piping Email piping lets you sync multiple email addresses to receive messages directly in CHAT.devad.io. It also allows you, your agents, and users to reply to chat messages via email. ## **Email piping** Activation - Go to **Settings > Notifications > Email piping** and enter your POP3/IMAP email server information. - Go to **Settings > Notifications > SMTP** and enter your SMTP email server information. The email address must be the one to which the email piping server connects to. CHAT.devad.io will send all emails from this email address and you, your agents, and your users will reply to this email address. For more details check the [email notifications](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#email) section. ## Information - The email address of **Settings > Notifications > SMTP > Sender email** should match the one used by the email piping server. If the email address does not match, or if multiple email addresses are configured for email piping, and the **Username** setting is defined as an email address, CHAT.devad.io will automatically include a **reply-to** field in the email notification. This ensures that when the user replies, their response is directed to the correct email piping address, keeping the conversation linked properly. - The **Notifications > User email notifications** and **Notifications > Agent email notifications** settings are enabled automatically when email piping is active. When agents reply in CHAT.devad.io, emails are always sent to the user. - If you’re using the Artificial Intelligence app, and the [human takeover](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#human-takeover) feature is activated, no emails are sent if the chatbot knows the answer. - If the **Convert all emails** option is active: ## Office hours You can set the office hours timetable from **Settings > Miscellaneous > Office hours**. Office hours are used for: - Sending the [offline message](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#offline-message) . - Disabling and hiding the chat during out-of-office hours. - Disabling the chatbot during regular office hours and enabling it during out-of-office hours. ## More information - If a day has only one start and end time, enter them in the first two fields. For example, use **10:00 AM to 5:00 PM and (empty) to (empty)**, not **10:00 AM to (empty) and (empty) to 5:00 PM**. - Do not leave empty values. Set them to **closed** instead. - You have to set values to **closed** if you want to set a whole day as not office hours. - The office hours are in UTC format. Set your UTC from **Settings > Miscellaneous > Timezone**. - The date and time format of the timetable matchs automatically the one used in the country of the browser language of the user. Use this page [Ask ChatGPT](https://chatgpt.com/?q=Read%20https%3A%2F%2Fst1.devad.io%2Fhelp%2Fen%2Fdocs%2Fsettings-area%2Fdepartments-queue-and-routing--205%20and%20answer%20questions%20about%20the%20content.) [Ask Claude](https://claude.ai/new?q=Read%20https%3A%2F%2Fst1.devad.io%2Fhelp%2Fen%2Fdocs%2Fsettings-area%2Fdepartments-queue-and-routing--205%20and%20answer%20questions%20about%20the%20content.) On this page [Team Workflow & Conversation Routing Settings](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#team-workflow-conversation-routing-settings) [Departments](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-70f439a) [Departments Settings](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-310e736) [How it works](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-8d3c364) [How to assign a department to a conversation](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-90d4742) [Department linking](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-f39cd2a) [Queue and routing](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-8ef12dd) [More information – Queue only](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-231f576) [More information – Routing only](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-ad34471) [Manual routing](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-22245e6) [Agents menu](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-c5d6e13) [Assign an agent to a conversation](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-432f911) [Email piping](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-fddb822) [Email piping Activation](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-2e0ffe6) [Information](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-d891825) [Office hours](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-add325a) [More information](https://st1.devad.io/help/en/docs/settings-area/departments-queue-and-routing--205#gspb-heading-id-gsbp-c757e55) ## Keep exploring [### Conversation Management System Here is the full, SEO-optimized, and expanded article based on your documentation. 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You can configure department behavior…](https://st1.devad.io/help/en/docs/settings-area/department-settings-configuration--167) Help Center search ## Find an answer yourself Searching Docs only. Type at least 2 characters to search. 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