How to create a department
Create departments to separate conversations by area, like front desk, sales, and finance, and define who sees what.
1 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
Departments organize your team and conversations by area. Each conversation can go to a department, and anyone with the Agent role only sees conversations from their own departments. You can also set which AI agent responds in each one.
Where to find it in Cognizy
Before you start
- Only the owner and admins can create departments.
Step by step
- Step 1:
Open and click New Department.
- Step 2:
Enter the Name and, if you'd like, a description, then choose a color to help recognize the department in conversations.
- Step 3:
In Department Area, set the department's role: sales, service, finance, or marketing. This is what makes automatic handoffs between departments work. In Responding Agent, choose the department's AI agent or leave the company default.
- Step 4:
Click Create.
- Step 5:
The department now appears in the list. In Manage Members, add the people who belong to it.
How to know it worked
The department appears in the list and can now be selected in conversations, WhatsApp numbers, and the website chat.
If something goes wrong
I created the department and no one can see its conversations.
You still need to add people to the department, in Manage Members. The owner and admins can see everything even without being added.
Next step
Add the department's members.
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