Sectors
Organize service in Hablla with Sectors: define teams, schedules, SLAs and transfer conversations to humans efficiently and in a structured way.
Departments in Hablla
The Departments organize your company's customer service within Hablla. They define who serves, when they serve and how service should be transferred between people and teams.
Creating departments is fundamental to structure workflows, distribute responsibilities and configure transfer rules for human interactions.
What are Departments?
A Department is a functional area of your company within Hablla. Common examples of departments:
Customer Service
Sales
Finance
Technical Support
Each department can have assigned users, operating hours and its own SLA (Service Level Agreement) rules.
Main functions of Departments
Define service team
Each department brings together the users responsible for responding to and following up on requests for that area.
This ensures that the customer always talks to the correct team.
Configure transfers to humans
The Transfer component directs the conversation to a human agent.
This routing only works correctly when associated with a department.
Organize service hours
Each department can have a business hours set.
Example: the Sales department may only operate Monday to Friday, from 9am to 6pm.
Outside of these hours, flows can direct automatic messages or waiting queues.
Manage SLAs
Set response and resolution timeframes for each department.
Example: the Finance department may have a 24-hour SLA to respond to requests, while Technical Support may have a 4-hour SLA.
How to create a Department
In the Workspace top menu, click on Departments.
Click on Create new department.
Fill in the information:
Department name (e.g.: Sales, Customer Service, Finance).
Description (brief explanation of the department's role).
Assigned users (who will be part of this department).
Operating hours (optional at creation time, can be configured later).
SLA rules (if applicable).
Click on Save to finish.
Summary
Departments are the foundation for organizing human interactions and workflows in Hablla. With them you can:
Route conversations to the right teams.
Ensure efficient transfers to humans.
Define specific service hours and SLAs.
Better structure the operations of Marketing, Sales, CS and Support.
📌 Practical tip: create departments aligned with your company's real structure. This makes management easier and improves the customer experience, since each area will have well-defined rules and responsible parties.
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