Create an organization
Open Organizations in Studio, then New organization. Give it a name of up to 120 characters and select Create organization.
You become its Owner. The owner holds every permission, cannot be removed, and is the only person who can change the organization's settings, create roles and connect numbers. Rename the organization later under Settings, General, which also shows your role.
The Organizations list shows every organization you belong to and when each was last updated.
Sections
An organization has its own sections, separate from your agents. Each person sees only the sections their role allows.
| Section | What it holds | Who can open it |
|---|---|---|
| Inbox | Conversations waiting for a person, being handled and closed. See Inbox. | Anyone who can see conversations |
| People | Members and pending invites. | Anyone who can see members |
| Roles | The built-in roles and any custom ones. | Anyone who can see roles |
| Channels | Phone and WhatsApp numbers the team answers directly. | The owner |
| Content | Categories and saved replies. See Saved replies and categories. | Anyone who can see categories or use saved replies |
| Library | Files the team sends in replies. | Anyone who can use the file library |
| Settings | Routing, hours, handover and automatic replies. | Every member. Only the owner can edit. |
Back to app at the top of the organization's sidebar returns to your agents.
Connect an agent
An agent hands conversations to one organization. Choose it on the agent's Handover section, under Human team. Only organizations you own appear there. See Human handover.
One organization can take handovers from several agents. Every handed-over conversation lands in the same Inbox, with the agent's summary attached.
Numbers the team answers
The organization's Channels section connects phone and WhatsApp numbers that go straight to the team. A customer who calls or messages one of these numbers joins the queue without talking to an agent first.
Each number is connected on its own, the same way as on an agent. See Channels for what each provider needs. A number belongs either to an agent or to an organization, never to both.
Library
The organization's Library keeps the files the team sends to customers, such as brochures, price lists and forms. Files uploaded while replying are saved here too, so the next person can send the same file without hunting for it.
The organization library is separate from your account's Files, which hold agent knowledge.
Your status
Your status in an organization decides whether Duvi offers you conversations. Set it from the control at the top of any organization page. The control appears only if your role lets you reply to conversations.
| Status | Meaning |
|---|---|
| Available | Duvi offers you conversations, up to your capacity. |
| Away | You keep the conversations you have and receive no new offers. |
| Offline | Studio lost its connection for longer than the organization allows. Duvi sets this for you. |
Offers reach you anywhere in Studio, not only on the Inbox. See Routing and availability for how Duvi chooses who receives each offer.