Departments (also called Divisions) segment your team and enforce access boundaries. Agents and knowledge bases are assigned to a department, and only users in that department can see and use them.

Only Admins can create and manage departments.

What you'll do

Navigate to User Management → Departments

Click Create Department and fill in the form

Assign agents and knowledge bases to the department

Navigate to Departments

Go to User Management → Departments. At the top you'll see three summary cards: Total Departments, Total Users, and Total Agents.
Below the stats is the departments table. Use the search bar to filter by name or description.

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Departments page with summary stat cards and departments table below

Create a Department

Click Create Department in the top-right corner, fill in the form, then click Create Department. The new department appears in the table immediately.

Field	Description
Department Name *	A clear name like "Sales", "Customer Support", or "Finance".
Description *	A brief note on the department's purpose.

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Create Department form with Name and Description fields

Assign Resources to the Department

When creating or editing an Agent or Knowledge Base, select this department from the Division dropdown. Only users in this department will then see and access that resource.

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Basic tab with the Division dropdown expanded showing the new department

Viewing Department Details

Click the View (eye) icon on any row to open the department details modal with three tabs: Users, Agents, and Knowledge Bases.

Editing and Deleting

Click the Edit icon to update the department's name or description. Click the Delete icon to remove a department.

Deleting a department does not delete its users, agents, or knowledge bases, but those resources lose their department association until manually reassigned.