Departments and rooms

A department is how your team is divided — Sales, Support, Finance. A room is where those people talk inside SquadOS. Both are set up in the same place: Settings → Departments and rooms (from your avatar menu, top right).

The screen is for admin and above.

Departments

A department groups people and agents. Its practical value comes down to one rule:

Whoever joins the department automatically joins its rooms.

That means you keep the org chart in one place. When someone is hired, you put them in the department and they immediately find every team conversation — nobody has to remember to add them to each room.

Each row shows how many people and how many agents the department has. Click the pencil to edit.

Rooms

The Rooms tab lists the organization’s rooms with each one’s primary department — when they have one, since the primary department is optional. It’s the same room that appears in the Hub — the screen exists for administering everything at once, instead of going room by room.

For creating, joining, and talking in a room, see Rooms and direct messages.

How this connects to the rest of the product

• Rooms pull their members from departments. That’s not mandatory: a room can be built from people picked one by one.
• Agents join departments too, which is why they can be mentioned in that team’s rooms.
• Support uses the same notion of a team: the Transfer Conversation tool can send a conversation to the general queue or to a specific person.

Best practices

• Mirror the real organization, not the ideal org chart. A department that doesn’t match a group of people who actually talk to each other becomes an empty room.
• One room per topic, not per person. Topic rooms survive team changes; a room built around someone dies when they leave.
• Only put agents in a room where they make sense. Every agent in the room is one more option in the @ menu — and one more chance to summon the wrong one.