Departments in KonnectBot are organizational units that group agents by function — for example, Sales, Support, or Billing. Routing rules determine which department (or specific agent) handles each incoming conversation, based on the visitor’s intent, the channel they came from, or conditions you define. Together, departments and routing ensure that customers always reach the right person without having to explain their situation twice or wait to be manually transferred.Documentation Index
Fetch the complete documentation index at: https://docs.konnectbot.com/llms.txt
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How routing works
When a conversation starts, KonnectBot evaluates the routing rules you have configured. Rules can trigger on:- Intent — the topic or question the visitor is asking about, detected from their first message
- Channel — the widget, page, or source the visitor came from
- Custom rules — conditions you define, such as keywords, visitor attributes, time of day, or which department has available agents
Setting up departments
Go to Settings > Departments
In your KonnectBot workspace dashboard, click Settings in the left sidebar, then select Departments. You will see a list of your current departments (or a prompt to create your first one).
Click "Add Department"
Click Add Department in the top-right corner of the Departments page. A setup panel opens on the right side of the screen.
Name the department
Enter a name for the department — for example, Sales, Support, Billing, or a custom name that matches your team structure. You can also add a description to help agents understand which conversations belong here.
Assign agents
Select the agents you want to include in this department from the agent list. Agents can belong to more than one department. Each agent you assign will receive conversations routed to this department.
Set routing rules
Under Routing rules, define the conditions that trigger this department. For example:
- If the visitor’s message contains pricing or upgrade, route to Sales
- If the visitor came from the /billing page of your site, route to Billing
- If the visitor’s first message includes broken, error, or not working, route to Support
Department limits by plan
The number of departments you can create depends on your KonnectBot plan:| Plan | Departments |
|---|---|
| Free | 1 |
| Starter | 1 |
| Pro | 5 |
| Enterprise | 20 |
| Custom | Unlimited |
If you need more departments than your current plan allows, upgrade your plan from Settings > Billing. Custom plans include unlimited departments and are designed for large organizations with complex routing requirements.
Managing routing rules
You can update routing rules at any time from Settings > Departments. Select a department and click Edit routing rules to add, remove, or reorder conditions. Rules are evaluated in the order they are listed. If multiple rules could match a conversation, KonnectBot applies the first rule that matches. Use the drag handle next to each rule to reorder them and control priority.What happens if no routing rule matches?
What happens if no routing rule matches?
If no routing rule matches a conversation, KonnectBot assigns it to the default department. You set the default department under Settings > Departments > Default department. If no default is configured, the conversation goes to the general unassigned queue.
Can an agent belong to multiple departments?
Can an agent belong to multiple departments?
Yes. Agents can be members of as many departments as needed. They receive conversations from all departments they belong to and can switch between department queues in the agent workspace.
Can I route to a specific agent instead of a department?
Can I route to a specific agent instead of a department?
Yes. In a routing rule, you can choose to assign the conversation to a specific agent by name rather than a department. This is useful for VIP customers or accounts that have a dedicated point of contact.