Departments

Organize support in Hablla with Departments: define teams, schedules, SLAs and transfer conversations to humans efficiently and in a structured way.

Sectors in Hablla

The Sectors organize your company's service within Hablla. They define who serves, when they serve and how service should be transferred between people and teams.

Creating sectors is essential to structure flows, distribute responsibilities and configure overflow rules for human services.

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What are Sectors?

A Sector is a functional area of your company within Hablla. Common examples of sectors:

• Support

• Commercial

• Financial

• Technical Support

Each sector can have assigned users, operating hours and its own SLA (Service Level Agreement) rules.

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Main functions of Sectors

1. Define the service team

   • Each sector groups the users responsible for answering and following up on the service requests of that area.

   • This ensures that the customer always talks to the correct team.

2. Configure transfers to humans

   • The component Transfer directs the conversation to a human agent.

   • This routing only works correctly when it is associated with a sector.

3. Organize service hours

   • Each sector can have a business hours set.

   • Example: the Commercial sector may serve only Monday to Friday, from 9am to 6pm.

   • Outside of these hours, flows can route automatic messages or waiting queues.

4. Manage SLAs

   • Set response and resolution deadlines for each sector.

   • Example: the Financial sector may have a 24h SLA to respond to requests, while Technical Support may have a 4h SLA.

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How to create a Sector

1. In the Workspace top menu, click Sectors.

2. Click on Create new sector.

3. Fill in the information:

   • Sector name (e.g.: Commercial, Customer Service, Financial).

   • Description (brief explanation of the sector's role).

   • Assigned users (who will be part of this sector).

   • Operating hours (optional at creation time, can be configured later).

   • SLA rules (if applicable).

4. Click on Save to finish.

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Summary

Sectors are the foundation to organize human services and flows in Hablla. With them you can:

• Route conversations to the correct teams.

• Ensure efficient transfers to humans.

• Set specific service hours and SLAs.

• Better structure the operation of Marketing, Sales, CS and Support.

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📌 Practical tip: create sectors aligned with the real structure of your company. This makes management easier and improves the customer experience, since each area will have well-defined rules and responsible parties.