How to set which AI agent handles a department

Choose, for each department, the AI agent that answers its conversations: one agent for sales, another for support.

1 min readBasicUpdated on November 12, 2026

Where to find it in Cognizy

ConfiguraçõesPessoas e acessoDepartamentos

Video lesson coming soon. For now, follow the steps below.

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Before you start
Step by step
How to know it worked
Next step

When a company has more than one AI agent, each department can have its own. Conversations that come into the department start being answered by the chosen agent, with its tone and knowledge base. Without a choice, the company's default agent answers.

Where to find it in Cognizy

ConfiguraçõesPessoas e acessoDepartamentos

Open in Cognizy

Before you start

The company needs at least two AI agents: with only one, the field doesn't show up, since there's nothing to choose from.
Only the owner and administrators can edit departments.
If the WhatsApp number has its own agent, that agent answers first, before the department's agent.

Step by step

Step 1:
At the bottom of the menu, click Settings.
Step 2:
Under People and access, click Departments.
Step 3:
On the department you want to adjust, click Edit.
Step 4:
Under Agent that answers, choose the AI agent for this department. Leaving it as Company default agent, the default agent answers.
Step 5:
Click Update. The next conversations that come into this department will already be answered by the chosen agent.