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Departments

Create and manage departments within companies.

Overview​

Departments represent organizational divisions within companies. Managing department data helps agents understand organizational structure, route requests appropriately, and find the right contacts for specific matters.

Viewing Departments​

Navigate to Configuration > Contacts & Directory > Departments to see all departments.

Department List​

ColumnDescription
NameDepartment name
CompanyParent company
ManagerDepartment head
EmployeesCount of employees
StatusActive or inactive
  • Search - Find by department name
  • Company filter - Show departments for specific company
  • Status filter - Active or inactive

Adding a Department​

Step-by-Step​

  1. Navigate to Departments
  2. Click Add Department
  3. Enter details:
FieldRequiredDescription
CompanyYesParent company (select first)
Department NameYesDepartment name
Contact EmailNoDepartment email address
ActiveYesWhether the department is active
  1. Click Create

Note: Select the Company first, then enter the Department Name. This order ensures departments are properly organized under their parent company.

Common Departments​

Typical department structure:

  • Engineering / Development
  • Sales
  • Marketing
  • Human Resources
  • Finance
  • Customer Support
  • Operations
  • Legal

Managing Departments​

Editing a Department​

  1. Click on the department
  2. Update fields
  3. Click Save

Deleting a Department​

  1. Reassign employees to other departments first
  2. Click delete icon
  3. Confirm deletion

Deactivating a Department​

For departments no longer active:

  1. Edit the department
  2. Set status to Inactive
  3. Save

Department Details​

Overview​

Basic department information:

  • Name and company
  • Manager information
  • Contact details
  • Description

Employees​

List of employees in this department:

  • Name and title
  • Email address
  • VIP status

Statistics​

Department metrics:

  • Employee count
  • VIP count
  • Recent email activity

Using Department Data​

In Agent Processing​

Departments help agents:

  • Understand sender's role
  • Route to appropriate team
  • Find department contacts

Routing by Department​

Configure agents to route based on department:

When handling internal requests:
- HR questions → Route to HR department
- IT issues → Route to Engineering
- Budget requests → Route to Finance

Finding Department Contacts​

Agents can look up department information to:

  • Find the right person to contact
  • Escalate to department managers
  • CC appropriate team members

Organizational Structure​

Hierarchy​

Company
├── Department A
│   ├── Employee 1
│   └── Employee 2
├── Department B
│   ├── Employee 3
│   └── Employee 4
└── Department C
    └── Employee 5

Employees typically belong to one department, but:

  • May collaborate across departments
  • Can be reassigned
  • May have dotted-line relationships

Department Email​

Department-Level Email​

Some departments have shared email addresses:

Configure these as:

  • Monitored mailboxes (if processing with ExecAssist)
  • Department contact info (for reference)

Routing to Departments​

Agents can be configured to:

  • Forward to department email
  • CC department on escalations
  • Notify department managers

Best Practices​

Naming Conventions​

Use clear, consistent names:

  • ✅ "Human Resources"
  • ✅ "Engineering"
  • ❌ "HR Dept"
  • ❌ "Eng"

Manager Assignment​

Assign department managers:

  • Enables escalation paths
  • Provides accountability
  • Helps with routing decisions

Regular Maintenance​

Keep department data current:

  • Update when org changes occur
  • Reassign employees when they move
  • Deactivate obsolete departments

Documentation​

Add descriptions for:

  • Department responsibilities
  • Types of requests they handle
  • Key contacts and backups

Integration with Other Features​

With Employees​

Employees are linked to departments:

  • Filter employees by department
  • See department in employee profile
  • Use for organizational lookups

With Companies​

Departments belong to companies:

  • Filter departments by company
  • See full org structure
  • Navigate company → department → employee

With Agents​

Agents use department info for:

  • Understanding sender context
  • Routing decisions
  • Finding contacts

Troubleshooting​

Department Not Found​

Symptoms: Cannot find expected department

Solutions:

  1. Check spelling and search terms
  2. Verify company filter isn't hiding it
  3. Check if department is inactive
  4. Search across all companies

Employee Not Showing in Department​

Symptoms: Employee missing from department list

Solutions:

  1. Edit the employee record
  2. Verify department assignment
  3. Save and refresh

Wrong Company Association​

Symptoms: Department shows under wrong company

Solutions:

  1. Edit the department
  2. Correct the company field
  3. Save changes