> For the complete documentation index, see [llms.txt](https://helpdocumentation.gitbook.io/user-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://helpdocumentation.gitbook.io/user-documentation/crm-v2/departments/department-setup-and-management.md).

# Department Setup & Management

### Departments — Quick Overview

**1.** A **Department** helps organize chats based on teams like **Sales, Support, Operations**, etc.\
**2.** It ensures the **right chats go to the right team** instead of mixing everything together.\
**3.** Departments solve 3 main problems:

* Proper **chat distribution**
* **Shift & time** management
* Clear **analytics & performance tracking**

**4.** One business can create **multiple departments**.\
**5.** Each department can have **multiple agents** with different roles.\
**6.** Main Roles:

* **Manager** → Can see and manage all chats of that department
* **Chat Agent** → Can only see and reply to assigned chats

**7.** Managers cannot access chats from **other departments**.\
**8.** A **Team Member** is the user account, while an **Agent** is the role assigned inside a department.\
**9.** One team member can be an **agent in multiple departments** with different roles.\
**10.** Departments help balance workload and avoid agent overload.\
**11.** Chat acceptance helps track **who officially handled the chat**.\
**12.** Team member limits depend on your account’s allowed capacity

{% embed url="<https://youtu.be/aFQoyg2KYM8>" %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://helpdocumentation.gitbook.io/user-documentation/crm-v2/departments/department-setup-and-management.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.