> For the complete documentation index, see [llms.txt](https://helpdocumentation.gitbook.io/user/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/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>" %}


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