If you're on our Standard Plan or above, you can add multiple Departments (phone numbers or channels) to your Textline account!
Departments will enable you to keep separate queues of Conversation histories for each phone number. Agents in your organization can be assigned to one Department, some Departments, or all Departments. They will only be able to view and respond to Conversations in the Departments to which they're assigned.
You can toggle between the Departments you have access to using the dropdown arrow at the top of the Conversation List.
You'll also have the option to select All departments from the dropdown menu. You can then view the Conversation histories in all Departments you have access to in one centralized list. An indicator shows which Department each message is based in.
You can also view different Departments' metrics individually, or view the metrics for the account as a whole.
You might need multiple departments if:
Your business has multiple physical locations that each need their own line
Your business has multiple internal divisions that each need their own line
Your organization's members need different phone lines
To read more about what Departments are and how to add them, click here.
To read more about Smart SMS, a special type of department that allows for a grouping of phone numbers, click here.