Business Unit

Business Units are organizational groupings that categorize agents and determine how inbound chats are routed to the appropriate team.

Business Units enable you to organize your agents by department, team, language desk, or business entity according to your internal processes. When a user initiates a chat, the system uses Business Units to route the conversation to the right team based on the priority order configured on each chatbot.

Understanding Business Units

Learn how Business Units work and how they affect chat routing in your organization.

How Business Units Work

Business Units directly control how incoming conversations are distributed across your teams and channels. Each chatbot can be configured with a priority sequence of Business Units. When a chat arrives, the system routes it through these teams in order until an available agent is found.

For example, if a WhatsApp bot is configured with the priority order: Sales, then Customer Success, then Corp Comm, incoming chats will first be offered to available Sales agents. If no Sales agents are available, the chat will be offered 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 organization'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 multiple Business Units through Agent Management. This allows agents to handle chats from different teams as needed.

To assign an agent to additional Business Units, navigate to Administration > Agent Management, select the agent, modify their Business Units field, and save the changes.

Managing Business Units

Create and delete Business Units to match your organization's team structure.

Create a New Business Unit

Add a new Business Unit to organize your agents into teams.

Warning
Each Business Unit name must be unique. If you try to create a Business Unit with a name that already exists, you will receive an error message.

Steps:

  1. Navigate to Administration > Business Units.
  2. In the Create New Business Unit section, enter a name in the Business Unit Name field.
  3. Click the Create New Business Unit button.

Result: The new Business Unit is created and becomes available for agent assignment and chatbot routing configuration.

Tips
  • Use clear, descriptive names that reflect your team structure (e.g., "Sales - APAC", "Support - Enterprise")
  • Consider how Business Units will be prioritized on your chatbots when designing your structure
  • Plan your Business Unit structure before creating them to avoid reorganization later

Delete a Business Unit

Remove a Business Unit that is no longer needed.

Important
A Business Unit can only be deleted if no agents are currently assigned to it. You must first reassign all agents to a different Business Unit before deletion is possible.

Steps:

  1. Navigate to Administration > Business Units.
  2. In the Delete a Business Unit section, select the Business Unit from the dropdown.
  3. Click the Delete Business Unit button.

Result: The Business Unit is permanently deleted and will no longer appear in agent profiles or chatbot configurations.

Tips
  • Before deleting, check Agent Management to see which agents are assigned to the Business Unit
  • Update any chatbot routing configurations that reference the Business Unit before deleting it

Best Practices

Guidelines for effectively organizing your teams with Business Units.

Strategic Configuration

Effective Business Unit design requires considering how specific chatbots and channels align with team responsibilities. Here are key considerations:

  • Match channels to teams - Assign Business Units to chatbots based on which team should handle that channel (e.g., Sales team for sales inquiry bots)
  • Consider language requirements - Create language-specific Business Units if you have multilingual support teams
  • Plan for coverage - Assign agents to multiple Business Units to ensure adequate coverage during peak times or absences
  • Set appropriate priorities - Configure chatbot routing priorities so that the most appropriate team receives chats first
Organization Profile
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