> For the complete documentation index, see [llms.txt](https://manuals.dialox.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://manuals.dialox.ai/smart-receptionist/content-settings/content-section/departments.md).

# 3. Departments

The departments callers can be connected to, how each one is reached, and its own hours, mailbox and spoken name.

Departments are **what callers ask for**: *Sales*, *Support*, *Planning*. The receptionist matches a request to a department and connects the caller, or takes a message when nobody can take it.

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2FiVJrzKsG6Xa2cRWxgKxs%2Fsr2-c03-department-expanded.jpg?alt=media&amp;token=0f2e9d3b-5f33-4b52-af6c-d866194eabbd" alt="A department opened in Content → 3. Departments"><figcaption><p>A department opened in Content → 3. Departments</p></figcaption></figure>

## Fields per department

| Field                           | What it does                                                                                                                                                                                   | If empty                                    |
| ------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------- |
| **Name** (required)             | The name the receptionist recognises. Use the words callers use.                                                                                                                               | —                                           |
| **Number**                      | The department's queue, call group or phone. Tick **Extension** for an internal number.                                                                                                        | The department **only takes messages**.     |
| **How to reach the department** | **Colleagues first, then the number** · **Colleagues in random order, then the number** · **The number straight away**. "Colleagues" are the people in 4. Colleagues who list this department. | —                                           |
| **Hours**                       | A timeplan from 6. Timeplans for this department only.                                                                                                                                         | The company's telephone hours (1. Company). |
| **Email for messages**          | Where messages for this department go.                                                                                                                                                         | The front desk email address.               |
| **Spoken name**                 | How the receptionist names the department in a sentence, for example *"I'll connect you to **the sales department**"*. German needs the dative (*dem Vertrieb*).                               | The department name.                        |

Use **Add** to create a department, drag the handle to reorder, and use the bin icon to delete one. Deleting asks for confirmation, because other sections (topics, keypad keys) may point to it.

## How a department is reached

| Setting                                         | What happens on a call                                                                                                                                             |
| ----------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
| **The number straight away**                    | The queue or call group rings immediately. Choose this when the queue already rings the right people. The Guided Setup uses this for departments based on a queue. |
| **Colleagues first, then the number**           | The receptionist tries the colleagues of this department first, and rings the department number only when none of them answers.                                    |
| **Colleagues in random order, then the number** | The same, but in random order, so the load is spread across colleagues.                                                                                            |

How long each colleague rings, and how the transfer works (stay on the line, announce first, or hand over), is set under **Settings → Call handling**. The default ring timeout is 20 seconds per attempt.

{% hint style="info" %}
**Order matters for the keypad.** When the Guided Setup creates the keypad menu, departments get keys 1, 2, 3… in the order of this list. See [7. Keypad](/smart-receptionist/content-settings/content-section/keypad.md).
{% endhint %}

## What a hand-over looks like in chat

On the phone the receptionist transfers the call. In the **chat widget** it hands the visitor to a colleague in the inbox:

1. With **Settings → Chat & inbox → Ask website visitors for their contact details before a hand-over** switched on, the receptionist first asks for the visitor's name, phone number and email address in a small form. The visitor can close the form; it never blocks the hand-over.
2. The receptionist says *"One moment, I'm handing you over to Sales."* and shows a **Waiting for Sales** panel. Colleagues in the inbox are notified.
3. The visitor can click **Don't wait**. The receptionist then confirms that *"Someone from Sales will reply to you here as soon as possible."*

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2F8woo2RgmaG3u1sRGlPam%2Fsr2-t03a-dept-request-contact-form.jpg?alt=media&amp;token=c601292c-6a58-4d99-b102-291732130d89" alt="Chat test: the receptionist asks for contact details before the hand-over (form blurred)"><figcaption><p>Chat test: the receptionist asks for contact details before the hand-over (form blurred)</p></figcaption></figure>

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2FM3YWTatpR2V6eHWq2I21%2Fsr2-t03b-dept-handover-waiting.jpg?alt=media&amp;token=4eb78cbe-f7da-4762-99eb-2ff485400956" alt="The visitor waits for a colleague from Sales"><figcaption><p>The visitor waits for a colleague from Sales</p></figcaption></figure>

<figure><img src="https://3570729730-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHmRSkEkoJwaBZ2OeQbHM%2Fuploads%2Ff2X0YcOdN2npeGdXlpNz%2Fsr2-t03c-dept-dont-wait.jpg?alt=media&amp;token=077e77d5-2bef-4d9c-80af-818eac536398" alt="After “Don&#x27;t wait”, the conversation stays in the inbox for a reply"><figcaption><p>After "Don't wait", the conversation stays in the inbox for a reply</p></figcaption></figure>

{% hint style="warning" %}
**Testing hand-overs notifies real people.** In the Studio preview a hand-over is a real escalation: everyone in the inbox gets notified. Warn your colleagues first, or click **Don't wait** straight away.
{% endhint %}