Departments - Group Agents into Teams
Create and manage departments in ChatMaxima to group agents into teams like Sales or Support, assign members, and route conversations to the right group.
Overview
Departments let you group agents into teams such as Sales, Support, or Billing. Departments power conversation routing and assignment so messages reach the right group, and they scope what restricted agents can see. The Departments section lets you create departments, assign members to them, and activate or deactivate them.
To open it, go to Settings → Departments (/dashboard/settings/departments/).
Note: Department management requires settings access, typically the Admin role.
Managing Departments
Departments are shown in Active Departments and Deactivated departments lists. Each list is searchable by department name.
| Column | Description |
|---|---|
| Department Name | The name of the department |
| Created Date | When the department was created |
| Status | Active (green) or Inactive (red) badge |
| Actions | Edit, manage members, delete, or change status |
Open the Actions menu on a department to:
- Edit Department - rename the department
- Manage Members - add or remove agents
- Activate / Deactivate Department - toggle whether it is in use
- Delete Department - remove it permanently
Creating a Department
- Go to Settings → Departments.
- Click Add Departments.
- Enter a Department Name.
- Save to create the department.
Assigning Members
- On the department row, open Actions → Manage Members.
- Select the agents who belong to this department.
- Save your changes.
Members assigned to a department can be routed conversations for that department, and restricted agents see only the conversations within their assigned departments.
Best Practices
- Mirror your team structure - create departments that match how your business actually handles conversations.
- Pair with restricted agents - combine departments with the Agent (Restricted) role to keep each team focused on its own queue.
- Deactivate instead of deleting - deactivation preserves the department and its history if you might use it again.
Troubleshooting
Conversations are not reaching the right team
- Confirm the relevant agents are assigned under Manage Members.
- Check that the department is Active.
I cannot delete a department
- Confirm you have admin or settings access.
- Deactivate it instead if it is still referenced by existing conversations.