Create a department
Open https://app.message.com/settings/team/departments. Add a name, identifier and optional description, color and icon. Choose the channels the department supports.
Assign members and hours
Add the appropriate agents. Select a business-hours schedule or configure the available override and timezone. Check the agents’ own channel access and availability too.
Route requests
Review https://app.message.com/settings/ai/routing and the relevant phone or email destination settings. Send a test request to confirm it reaches an eligible agent and that overflow behaves correctly when the department is unavailable.
Keep going
Put the next step into practice, or ask us about your setup.