> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lovi.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Departments

> In this section, you can configure departments, which allow you to better organise and route conversations and messages within the platform.

<img src="https://mintcdn.com/lovi/Knq0_jkn8h7nw8oT/images/DepartmentsConfig.png?fit=max&auto=format&n=Knq0_jkn8h7nw8oT&q=85&s=721ad13a333b13dec0bc9712db91bcb8" alt="Departments Configuration" width="1680" height="234" data-path="images/DepartmentsConfig.png" />

When everyone does everything, chaos reigns. 🌪️

This module is used to create **specialised silos** within your human team. Its main purpose is **routing**: when the AI escalates a billing issue, it should reach the “Finance” team, not “Marketing”.

***

### 📂 1. Creating the Structure (+ Add Department)

The first step is to define your areas. Click the blue button to create a new group.

* **Name:** Something clear, like `Technical Support`, `Sales`, or `Returns`.
* **Management:** Once created, it will appear in the list.

  * **✏️ Edit:** To rename it.
  * **🗑️ Delete:** To remove the entire department (be careful if you have flows pointing here!).

***

### 👥 2. Assigning the Troops (Assigned Agents)

If you click the small arrow (^) next to a department, the list of humans working in it will expand.

You don’t “create” user accounts here (that’s done in *Team Management*); here you simply **grant them access to this department**.

#### 🅰️ Add an Agent

Use the dropdown at the bottom: **Select an agent**.

* Choose your colleague’s email and click the **\[+]** button.
* *Note:* Only people who are already registered in your team will appear.

#### 🅱️ Managing Agents (The List)

You’ll see the emails of the assigned agents, with two key controls on the right:

1. **The Toggle ⚪/🔵:**

   * Perfect for holidays or sick leave.
   * **On:** The agent receives chats from this department.
   * **Off:** The agent belongs to the department but is “on the bench”. They won’t receive tickets, and there’s no need to remove and re-add them later.

2. **The Bin 🗑️:**

   * Permanently removes the agent from this department.

***

### 🎯 What is this used for in practice?

Having departments properly configured affects two things:

1. **Smart handoff:** In your conversation flows, you can say: “If the user mentions ‘Invoice’, transfer to a human in the `Finance` department.”
2. **Livechat filters:** Your agents can filter their inbox to see only tickets from their area of expertise, ignoring the rest of the company noise.

**Divide and conquer! Organise your ranks so every ticket lands in the right hands. 🫡**