Business Unit

Business Units are the teams your agents belong to. A unit can be a target for chat routing, a ticket queue, or both.

You organise agents by department, team, language desk or business entity. Each unit has two settings. Chats marks it as a team that flows and chatbots route conversations to. Tickets marks it as a queue that tickets are raised into. A new unit has both on, and so does every unit created before these settings existed.

Understanding Business Units

How Business Units affect chat routing and ticket queues in your organisation.

How Business Units Work

Business Units control how incoming conversations are distributed across your teams. Each chatbot can be given a priority order of Business Units. When a chat arrives, the system offers it to each team in turn until an available agent is found.

For example, a WhatsApp bot set to Sales, then Customer Success, then Corp Comm offers incoming chats to available Sales agents first. If none are available, the chat goes to Customer Success agents, and so on.

Default Business Units

Convrs comes with three pre-configured Business Units:

  • Sales: for sales and business development teams
  • Customer Support: for customer service and support teams
  • Tech Support: for technical support and help desk teams

You are free to modify or replace these default units to match your organisation's structure.

Assigning Agents to Business Units

When creating a new agent account, you assign them to an initial Business Unit. After their profile is set up, administrators can assign agents to more Business Units through Agent Management. This allows agents to handle chats from different teams as needed.

To assign an agent to more Business Units, navigate to Administration > Agent Management, select the agent, modify their Business Units field, and save the changes. An agent can be a member of a unit that is only a ticket queue. That membership is what gives the queue its team.

Business Units as Ticket Queues

A Business Unit with Tickets on is a ticket queue. A ticket raised about a customer is put in one of these queues, where it waits, unassigned, until a member of that team claims it from the Queues view of the Tasks page. A ticket raised by an agent defaults to their own Business Unit.

Turn Tickets off for a chat team that does not handle tickets. Turn Chats off for a queue such as Billing Disputes that no chat should be routed to. The categories a ticket can carry are managed under Ticket Categories, which needs the same permission as this page.

Managing Business Units

The page lists every unit with its description, its Chats and Tickets settings and how many agents are in it.

Add a Business Unit

Add a new Business Unit for a team or a ticket queue.

Warning
Each name must be unique. A name that already exists is refused.

Steps:

  1. Navigate to Administration > Business Units.
  2. Type the name in the New business unit name field. A description is optional.
  3. Untick Chats or Tickets if the unit is only one of the two.
  4. Click Add.

Result: The unit appears at the bottom of the list. It can be given to agents, offered to chatbots and flows, and used as a ticket queue.

Tips
  • Use clear names that reflect your team structure, such as "Sales - APAC" or "Support - Enterprise".
  • Agents already logged in see a new unit the next time they log in. Your own open ticket windows pick it up straight away.

Edit a Business Unit

Change a unit's description or what it is for. The name cannot be changed.

Steps:

  1. Click the Edit (pencil) button on the unit's row.
  2. Change the description, or tick or untick Chats and Tickets.
  3. Click Save, or press Enter in the description field.

Result: The change applies to new picks. A flow, chatbot or ticket that already holds the unit keeps it.

Tips
  • Turning Tickets off on a queue leaves its tickets where they are. No new ticket can be raised into it.
  • To retire a unit that has been used, turn both Chats and Tickets off. Its history stays intact.

Delete a Business Unit

Remove a Business Unit that no ticket has used.

Important
A unit can only be deleted when no agent is in it and no ticket has ever used it. The button is disabled and shows the reason. Reassign the agents in Agent Management first. A unit that tickets have used cannot be deleted: turn its Chats and Tickets off instead.

Steps:

  1. Click the Delete button on the unit's row.
  2. Confirm.

Result: The unit is removed and no longer appears in agent profiles, chatbot configuration or ticket queues.

Tips
  • Update any chatbot routing that references the unit before deleting it.

Best Practices

Guidelines for organising your teams with Business Units.

Strategic Configuration

Good Business Unit design considers how chatbots, channels and ticket queues line up with team responsibilities:

  • Match channels to teams: assign Business Units to chatbots based on which team should handle that channel, such as the Sales team for a sales enquiry bot
  • Separate queues from chat teams: a unit like Refunds can be a ticket queue with Chats off, so no bot routes a conversation to it
  • Consider language requirements: create language-specific Business Units if you have multilingual support teams
  • Plan for coverage: assign agents to several Business Units so peak times and absences are covered
  • Set appropriate priorities: configure chatbot routing priorities so the right team receives chats first
Organization Profile
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