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How to create departments and assign operators?

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Zoho SalesIQ departments help route chats to the right team and keep operators organised, so the right person responds to each visitor.

What departments do

  • Group related operators, such as Support, Sales or Billing.
  • Route chats to the right team based on visitor input or rules.
  • Support a customised chat widget for different teams or web pages.

When you first create your portal, a default department is automatically created with the same name as your portal.

How to create a new department

  1. Go to Settings > Company Settings > Departments.
  2. Click Add in the top-right corner.
  1. Enter the department name and a description, and choose the department type: Public (visible to visitors, can have its own chat embeds) or Private (hidden from visitors, typically for internal handoffs or back-office work).
  2. Under Associate operators to the department, click Add an Operator to select team members.
  3. Click Create Department to save.

Adding or removing operators in a department

  1. Go to Settings > Company Settings > Departments.
  2. Click an existing department, or create a new one.
  3. Under Associate operators to your department, click the + icon to open the operator selection pop-up.
  4. Select the operators to add and click Add.

To remove an operator, click the – icon beside their name in the added operators list.

Email configuration for departments

Each department can have its own email notifications and forwarding rules. On the department creation or edit page, open Advanced Settings (Email Configurations) to set:

  • From Mail Address: the email used when replying to visitors.
  • Chat Transcript: send full transcripts to specific addresses after every chat.
  • Operator IP Block Notification: alert when an IP is blocked.
  • Visitor Feedback: forward feedback to a chosen address.
  • Missed Visitor Notifications: notify when a chat request is missed.
  • Email Copier: automatically CC an address when responding to visitors.

You can enter several email addresses separated by commas, and untick a field’s checkbox to disable that configuration.

Modifying an existing department

  1. Go to Settings > Company Settings > Departments.
  2. Click the department you want to edit.

From here you can change the name, description or visibility, add or remove operators, and modify email configuration settings. Changes save automatically as you edit.

Disabling or deleting a department

To disable a department: go to Settings > Company Settings > Departments, select the department, and toggle off the Enabled switch.

To delete a department: on the same page, click the delete icon next to the enable/disable toggle.

Deleting a department is permanent and cannot be undone, so disable it first if you are unsure.

Frequently asked questions

What’s the difference between a public and private department?

Public departments are visible to visitors and can have their own chat embeds; private departments are hidden from visitors and used for internal handoffs or back-office work.

Can I undo deleting a department?

No, deleting a department is permanent, so disable it first if you are not sure.

Need help?

Need help organising departments in Zoho SalesIQ? Contact support@thoughtlogik.com or see our Zoho implementation services.

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