If you want to set up some departments and have better organization on where chats should belong and which users have access to those chats, then you need to check omnichannel settings on the main screen of Rocket Chat.
To check the official documentation for omnichannel departments, refer to this link: https://docs.rocket.chat/use-rocket.chat/omnichannel/departments
On the main screen of rocket chat, click on the three dot menu and click on omnichannel:
Once you are here, you can see on the left menu that there is a department section, click on it:
A departments information should be displayed on the right window, here, you can check all your departments created. For the set up, you can see a +new button on the top right of the window, click on it to open a new window to create a new department:
Here, the first option that you need to change is “Enabled”, so you can use the department right away after saving your configuration. After that, fill the following required fields:
Name: name of the department to be created
Email: email where all the incoming chats will be forwarded to in case there are offline hours
And also try to add some agents in the “agents” section (also, all added agents will be displayed in here)
Agents field may not be required, but if you want someone to check the messages sent to this new department, you should add some users with agent role (included you if needed)
Once you have your settings correctly, on top right of the screen, there should be a save button to save your current settings, click on it when you are sure of your settings (you can modify them later if required):
