Using Omnichannel units, you can group a set of departments for management purposes. As an Omnichannel manager, you can make a unit of multiple departments and assign a monitor to oversee them.

To access Units settings, go to Administration > Omnichannel > Units.

List Omnichannel Units

On the Units page, you see a list of all the existing units and a button to initiate the creation of a new unit. Clicking on an existing unit opens up a page where you can edit it.

Create Omnichannel Unit

To create a new unit,

  • Click Create unit.

  • Enter the following information:

    • Name: The name of the new unit.

    • Visibility: Set its visibility as private or public. A private unit will be available only for you.

    • Departments: Add the desired departments to your unit.

    • Monitors: Assign users who will be monitors to the unit.

  • Click Save.

Delete Omnichannel Unit

To delete a unit, click the Delete icon on the right of the unit.

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