• An agent can only access conversations that have been assigned to their specific department.
• When an agent is assigned to a new department, an email notification is sent to all of the agents assigned to the new department.
• The General department is global and gives agents access to all of the conversations within all departments. Also, all agents without a department are automatically assigned to the General department.
• To automatically assign a department to the user conversations you can insert the JavaScript variable var SB_DEFAULT_DEPARTMENT = ID; into the pages where the chat is displayed, replace ID with the department ID. For more details check the APIs here.
• Admins with no assigned department always see the conversations of all departments.
• The AIX can assign a department to the active conversation via dialogflow actions.