# Creating a department

#### Department: Definition

Departments allow you to efficiently route visitors’ requests to designated groups. This ensures that your visitors’ messages are always directed to the right agents.

#### What Are the Benefits?

One of the key metrics of efficient customer support is First Contact Resolution (FCR). It is the percentage of support inquiries that agents resolve on the first attempt. This can only be achieved with departments. You can create a department for sales and another for support. This ensures that your sales team will not receive support inquiries and vice versa. It will boost agent productivity, and your customers can receive resolutions faster. 

**Departments help your business to:**

**Save Operators’ Time:** Answer your customers quicker by focusing only on the relevant chats. No more reassigning chats.

**Relevant Conversations Only:** Experience fewer interruptions during your work. Let your visitors find the right operator and enjoy fewer notifications and chats.

**Keep Your Inbox Organized:** See only the chats within the scope of your expertise. Let other departments handle the rest.      

#### How to Create a Department

1. Go to [**Tiledesk dashboard**](https://panel.tiledesk.com/v3/dashboard/#/signup) and select **Settings > Routings & Depts**.
2. Click **Add Department**.
3. Enter the relevant details, as shown in the screenshot below.
4. Click on the **All Teammates** option or select a [**Group**](/manage-your-workspace/creating-groups.md) to add them to the department.
5. Click **Create Department**.

<figure><img src="/files/6fW1gxQrwS3PJ4ZKZcBf" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/ZDwU1cuAWDAKQ47qBN3e" alt=""><figcaption></figcaption></figure>

#### How to Embed Departments in the Conversation Flow

To recall departments in the conversation flow, head to the [Design Studio](https://panel.tiledesk.com/v3/dashboard/#/signup).&#x20;

As shown in the image below, I use “[ChatGPT task](/ai-chatbots-and-automation/actions-explained/chatgpt-task.md)” to understand the user inquiries and categorize them.

In the prompt, I ask ChatGPT to categorize incoming inquiries into “**sales**” or “**support**”.

<figure><img src="/files/WNeLVLctoiC1cwDRNpKk" alt=""><figcaption></figcaption></figure>

Then, we need to use another action called “Condition w/else”.&#x20;

<figure><img src="/files/ZlNnjerlqWzd50kp9vFX" alt=""><figcaption></figcaption></figure>

Click on it, and from the right popup setting, hit “Add New Condition”.&#x20;

<figure><img src="/files/eTb9QkFUzbsRZZzlmeuz" alt=""><figcaption></figcaption></figure>

Among the Attributes, select “gpt\_reply”.

Choose “Start with Ignore Case” among the Conditions, and put “sales” as the Value.

<figure><img src="/files/jcajcKLwsD3pGEHe0bdL" alt=""><figcaption></figcaption></figure>

Now, we need to connect the “Change Department” action to the green endpoint of the Condition block, as you can see in the image below.

<figure><img src="/files/XTGPU35MQr9SWf3hGEO1" alt=""><figcaption></figcaption></figure>

Click on the new block and choose the relevant department.

<figure><img src="/files/F0pxfRTyCSKSxLqLtyY6" alt=""><figcaption></figcaption></figure>

That’s all. All inquiries about sales will be transferred to the sales department.

For support-oriented inquiries, you need to follow exactly the same process and select the support department.&#x20;

<figure><img src="/files/YTlEjGpfQJAwsa9GScWx" alt=""><figcaption></figcaption></figure>

Hope this helps. In case you need further support, do not hesitate to contact us at [**support@tiledesk.com**](mailto:support@tiledesk.com).

For more information, please visit: [**www.tiledesk.com**](https://tiledesk.com/)\
&#x20;


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