Question
Why do I need to turn offdepartmentswhen switching to messaging? How do I change my Chat departments to Support groups?
Answer
把off departments will impact the organization of your agents and therouting and transfersof your chats.This is a necessary step if youmigrate from live chatto messaging. After the migration, your account will no longer rely on Chat departments, and agents are instead organized intoSupport groups.
Warning:The migration from Chat departments to Support groups cannot be reversed. Before you activate the workspace, understand the impact on the accountbefore and after migration.
The process to turn off departments when migrating is below:
- Open the product tray and select the Chat icon.
- Under yourSettings, selectDepartments.
- Enable any Chat departmentsthat you need to send or receive chats.
- Click on the product tray and select Admin Center.
- UnderWorkspaces, selectAgent Workspaces.
- Begin themigration to agent workspaces and messagingand the migration wizard in your account will prompt you tomap your Chat departments to Support groups.
For more information, see these articles:
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