Department Configuration
Learn how to configure your departments, including status options, priorities, AI settings, and knowledge base integration.
Configure Status Options
Define and customize status options to track the progress of conversations.
Statuses help you track the progress of conversations and organize your workflow. Each department can have its own set of statuses, or you can use global statuses across all departments.
Managing Status Options
Navigate to Settings → Departments in the dashboard sidebar.
Select the department you want to configure or choose "Global Settings" for all departments.
Click on the Status tab.
Use the + Add Status button to create new status options.
Status Properties
Name
A descriptive name for the status (e.g., "New", "In Progress", "Waiting for Customer", "Resolved").
Color
Choose a color that visually represents the status and helps team members quickly identify it.
Description
A brief explanation of when this status should be used.
Default Status
Toggle whether this status should be the default for new conversations.
Configure Priority Levels
Define priority levels to indicate the urgency of conversations.
Priority levels help your team identify which conversations need immediate attention and which can wait.
How to Configure Priority Levels
- Navigate to Settings → Departments in the dashboard
- Select the department you want to configure or choose "Global Settings"
- Click on the Priorities tab
- Use the + Add Priority button to create a new priority level
- Set the name, color, and numeric value for each priority
- Click Save Changes when finished
AI Features Configuration
Set up AI-powered features to enhance your department's efficiency.
Nexsso's AI features can help automate responses, route tickets, and provide intelligent suggestions based on your knowledge base.
Automatic Ticket Routing
Configure AI to automatically route tickets to the right department or agent based on content analysis.
Setup Steps:
- Navigate to Department Settings → AI Configuration
- Enable Auto-Routing
- Configure routing rules based on:
- Keywords and phrases
- Customer categories
- Previous interaction history
- Ticket complexity
- Set confidence threshold for automatic routing
- Define fallback department for low-confidence cases
Knowledge Base Integration
Connect your knowledge base to enhance response quality and consistency.
Integrating your knowledge base with Nexsso helps agents quickly find relevant information and provides AI-powered suggestions based on your documentation.
Setup Process
Connect Your Source
Link your existing knowledge base from supported platforms (Zendesk, Notion, Confluence) or upload documents directly.
Index Content
Let's index your knowledge base content to make it searchable and available for AI suggestions.
Configure Settings
Set up relevance thresholds, specify which departments can access which knowledge sections, and enable article suggestions.
Configuration Steps
- Navigate to Settings → Knowledge Base in the dashboard
- Click Connect Source and follow the integration steps for your platform
- Once connected, go to Settings → Departments
- Select the department you want to configure
- Click on the Knowledge Base tab
- Select which knowledge categories should be available to this department
- Configure auto-suggestion settings for relevant articles
- Click Save Changes to apply your configuration
