> 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/guided-setup/departments-colleagues-and-topics.md). # Departments, colleagues and topics Guided Setup steps 5 to 7. Departments, colleagues and the topics callers phone about. ## Step 5: Departments *Which departments can callers be connected to?* The list is pre-filled with the queues and call groups from Enreach Contact, plus department names found on the website. Rename, remove or add departments as you like. Click a department to open it: * **Name** (required). Use the words callers use, for example *Sales*, *Service*, *Planning*. * **Number.** The department's queue, call group or phone. Tick **Extension** for an internal number. Leave it empty and the department only takes messages. * **Email for messages.** If empty, messages go to the front desk email address. Drag departments to reorder them, use the bin icon to delete one, or click **Add department**. **Keypad menu.** When this is on, callers can press 1 for the first department, 2 for the second, and so on, and 0 for the front desk (if it has a number). The menu is also read out when the AI is unavailable.
Step 5: departments pre-filled from queues and call groups

Step 5: departments pre-filled from queues and call groups

Step 5: a department opened, showing name, number and email

Step 5: a department opened, showing name, number and email

{% hint style="info" %} **How a department rings.** A department on a queue or call group rings at once. A department on any other number tries its colleagues first, and rings the number only when none of them answers. {% endhint %} ## Step 6: Colleagues *Which colleagues may callers ask for by name?* Callers who ask for a colleague by name are put through. Which department a colleague belongs to comes from the queues and call groups they're in. Everyone from the phone system is selected. **Remove the people callers never ask for**, such as meeting rooms and test users, with the **×** on their tag.
Step 6: colleagues from the phone system (names blurred)

Step 6: colleagues from the phone system (names blurred)

{% hint style="success" %} **Presence is checked live.** Whether someone is on the phone or logged out is read from the phone system at the moment of the call, so this list never goes stale. Aliases, roles and email addresses can be added later in **Content → 4. Colleagues**. {% endhint %} ## Step 7: Topics *What do callers phone about?* For each topic: how to recognise it, what the receptionist may say about it, and what happens next. The suggested topics come from the website. Check the facts, remove what doesn't fit, and add what's missing. **Three to five topics is plenty.** Everything else goes to the front desk or becomes a message. Click a topic to open it: | Field | What to enter | | ---------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **Name** (required) | A short label, for example *Opening hours* or *Repairs*. | | **What callers say when they mean this** | Example wording, so the receptionist recognises the topic. | | **What the receptionist may tell them** | Plain facts, at most 4,000 characters. If empty, the receptionist doesn't answer questions about this topic. | | **What happens** | | | **Department** | Where the caller goes, or **— none: answer, then take a message**. |
Step 7: topics suggested from the website

Step 7: topics suggested from the website

Step 7: a topic opened, with recognition, facts and what happens

Step 7: a topic opened, with recognition, facts and what happens

## Next step [Channels and review](/smart-receptionist/guided-setup/channels-and-review.md)