Departments and Staff Groups

Re:amaze allows you to create departments and add team members to them, such as Customer Support or Sales. This makes it possible to reassign conversations to an entire department rather than a specific individual. Team members can then view and collaborate on conversations assigned to their department. Team members can belong to multiple departments.

Set Up Departments

Navigate to Settings > Account Settings > Departments. From here you can create new departments and add team members to them. If a team member works across multiple departments, they can be added to more than one without any issue.

Reassign a conversation to a department

To reassign a conversation to a department, select Reassign from the conversation page just as you would when reassigning to an individual staff member. From the reassign menu, select a department instead of a specific person.

Set up department notifications

You can receive email and mobile notifications when a conversation is assigned to a department you belong to. To enable this, select your avatar in the top right corner of the screen and navigate to Profile and Personal Settings > Email Notifications. Check the Department Reassign option.

Departments and workflows

Departments also work with Re:amaze Automated Workflows, allowing you to automatically route specific types of conversations to the right department without manual intervention.