Division Setup

Purpose

Organize your team structure so incoming conversations can be routed to the correct department automatically.

Access

Dashboard: /{locale}/dashboard/division

Division list

The Division List table shows: Label (a color dot), Name, Greeting Message (preview text), and Action (⋯ menu).

Recommended annotation: ① box the colored Label dot. ② arrow to the Greeting Message column showing a preview like "Halo {{name}}, ada yang bisa dibantu?" — note it can include the {{name}} variable. ③ arrow to the ⋯ action menu.

How to create a division

Click the ⊕ button top-right of the Division List page.
In the Configuration dialog, fill in:

Field	Description	Example shown
Division Name	Required display name.	`Support`
Deskripsi	Optional description. Placeholder: "Deskripsi Divisi (Opsional)".	(empty)
Division Color	A color picker/bar.	Green

Note: the Deskripsi field label appeared in Indonesian in the reviewed screenshot even though the rest of the dialog was in English (similar to a mixed-locale observation noted elsewhere in this documentation, e.g. the Away Message Cooldown field). If your workspace locale is English, confirm whether this is expected or a translation gap worth reporting.

Configure the Division Greeting section:

Field	Description
Enable division greeting	Toggle — must be on for the greeting to be sent.
Greeting Image	Optional file upload.
Message Type	Dropdown — Text or Interactive.
Interactive message builder	"Activate interactive then arrange JSON payload from the builder modal." Click Activate Builder to open it — see Interactive Messages.
Greeting message text	Free text, e.g. "Halo dengan divisi support CRMAI, ada yang bisa kami bantu?"

Click Save.

Recommended annotation: ①②③ number Division Name, Deskripsi, and Division Color at the top. ④ box the Division Greeting panel as one group, with ⑤⑥⑦ numbering Enable toggle, Message Type, and the greeting text area inside it. ⑧ arrow to Save.

Use divisions with connections

When configuring a connection, select the target divisions that should use that connection. For WhatsApp Merapi connections, division choices may also be displayed as interactive quick-answer buttons.

Edit and delete

Use the ⋯ action menu to edit or delete a division. Before deleting, check the connections, users, and routing rules that refer to it.

⚠️ The delete handler has known implementation inconsistencies — verify deletion behavior in a staging workspace before relying on it in production.