Learn how departments are used in Cognivox to organise employees and help the AI receptionist understand your business structure.

Departments Overview

The Departments section allows you to organise employees into the different areas of your business.

Examples of departments might include:

Why departments are useful

Departments help Cognivox understand how your organisation is structured and which employees belong to particular areas of the business.

This can help the AI receptionist handle enquiries when a caller knows the department they need but does not know the name of a particular employee.

For example, a caller might say:

"I'd like to speak to someone in Technical Support."

Department information helps Cognivox identify the appropriate area of the business.

Departments belong only to your company.

Your department names, descriptions and employees are kept separate from those belonging to other Cognivox customers.

You can provide a description explaining what a department handles.

For example:

Technical Support

Handles technical enquiries from existing customers, including service problems, integrations and configuration.

Clear descriptions can help Cognivox understand the purpose of each department.

Departments can be made active or inactive.

Use Deactivate when a department should no longer be used.

Inactive departments are retained so existing employee information is not lost and can be reactivated later if required.

Employees can be assigned to the appropriate department.

Keeping departments and employee assignments accurate helps Cognivox understand who works in each area of your organisation.