Administering Departments
Only people who are registered as Enterprise Users have the right to access the portal. Those users can be organized into departments.
Each department have a dedicated set of users. The type of activities that users can perform and the interface which users see is determined by their roles. Every user in the enterprise has different roles. You cannot have the best of both worlds. Hence, they are grouped into departments based on the parts they have.
In Departments, you can create a new department and associate the agents to that department before beginning the chat session.
Creating, Editing, and Deleting the Department
If you want to view the list of created departments, go to Admin->Departments.
Meanwhile, you can create and edit the departments that will be illustrated in the accompanying sections.
Create a Department
Precede the steps below to create a department
Navigation: Admin->Departments->Create New Department
1. Type the department name and description for the department.
2. Select an agent from the list to operate as a Manager of the department. Refer User Management guide to create users of the department.
3. Finally, click Create Department to create the department.
Edit Department Details
To alter the name, description, and manager of the department, click 
button of the selected department.
To search the department based on their name, key in the department name in Search explorer.
Mapping Agents to the Department
1. To depute/ map the agents to the department, select Map Agents option next to the department name you want to assign.
2. Select the agents from Available Agents and map them to the department and click 
. In the screen-shot shown below, agent Vijay is selected to be mapped.
3. Then the agent name will be displayed in the Mapped Agents section if the agent is mapped to that particular department.
Adding Artifacts
You can pre-upload the artifacts like Canned Messages, Documents, Media, Locations, Tags and Contextual Help to the concerned department so that the agents belonging to these departments can send the rich media to the customers while chatting with them.
These public artifacts can be added at the department level and can be sent by all the agents of the selected department to the customer across PWA and WhatsApp channels.
Add the Canned Message
Pursue these steps to add the canned message:
- Navigate to Admin -> Departments.
- Select the department to which you want to add the artifacts. Let's select the Admin department in this example.
- Click Canned Messages tab to enter the template message that can be used to answer the common queries of the customer with a standard reply.
- Click Add Message button and enter the message template for canned message as shown below.
- Click Add Message to save the template message.
- Once the canned message is saved, it will be added in the list as shown below. It displays the details like the date on which the message has been created and the user who have created this message.
Add the Documents
To add the documents, follow these steps:
- After selecting the department from Departments page, click Documentstab. In this example, we have selected the Admin department.
- Click UploadSelect the file from the local drive and enter the description for the document.
- Click Save to save the document. This document will be displayed under the Documents panel.
- Click Upload File to open a new file. Select the file to be replaced from your local computer and click Save.
- Click the View to download the uploaded document.
Pre-upload media
- To pre-upload the images and audios, click Add Media and select the media file to be uploaded from the local computer.
- Click Save to save the media file. Click Replace to add a new media file and give a description for the media file.
The canned messages, documents, and media artifacts added here can be attached in the chat interface.
