Setting up service departments

Setting up service departments

Assign your agents to departments based on the types of questions you commonly receive from customers. For example, you might have a department dedicated to helping with Shipping and Returns questions.

You can set departments to appear on your chat widget. When customers initiate a chat, they can choose the department most relevant to their question and be routed to an agent from that department.

This ensures your customers are connected with the most knowledgeable support straight away.


Creating a new department

Once you've created a channel, you can set up departments for it.
  1. Visit Settings > Service Departments and click Add Department.
  2. Enter a Department name that is clear and customer-friendly.
  3. Set Department hours. By default, its hours will be set to match your general chat service hours. To set custom hours:
    1. Uncheck the box next to Same as chat service hours.
    2. For each day of the week, set the department's opening and closing times. Uncheck any days that the department is offline.

    3. Click Save. In your list of departments, this department will now show Custom hours under the Department hours column.
  4. Under Department members, add at least one agent to your department by searching for his or her name. Note that you can only add agents who have access to live chat. Agents can work in multiple departments.
  5. Click Save.
If a customer starts a chat outside a department's operating hours, he or she will not see or be able to select that department.

Editing department settings

In Settings > Service Departments, you'll see a list of all your current departments. Click any department to edit its name, hours, or team composition.

Managing an agent's assigned departments

Agents can work in more than one department. View a specific agent's profile and add or remove departments from their workload.

  1. Go to Settings > Users and click the name of the agent you want to manage. A page will open with the user's permissions and details. 
  2. Under Service departments, select the departments you would like this agent to participate in. Click Save.



    • Related Articles

    • Setting warehouse pickup and delivery hours

      Control the times of day customers can select for local pickup, delivery (via Breadstack Delivery or Onfleet) or curbside pickup. You can set these hours individually for each store or warehouse location. Setting customer pickup hours Go to Settings ...

    • Setting up shipping classes

      Use shipping classes to group products based on how much they cost to ship. Then, for each of your shipping zones, assign a different flat shipping rate to each class. For example, you might have shipping classes for large and heavy products, small ...

    • Setting warehouse stock limit thresholds

      If your store is integrated with Cova or Greenline, you can determine the stock quantity at which products are marked "out of stock" and become unavailable for purchase on your website. This allows you to reserve stock where needed. Note: This ...

    • Setting up the Breadstack Order Management (OMS) App

      The Breadstack OMS App is designed for use at a physical store location. Use this simplified, tablet-friendly version of Breadstack to process and look up orders, and to print receipts, while moving around the store. Here's how to download and ...

    • Setting up your organization

      In Breadstack, an organization a collection of one or more stores. Linking related stores under a common umbrella allows you to easily manage systems, inventory, and staff between them. Creating a new organization As a new Breadstack user, you'll ...