Workforce

Manage people, departments and the org chart centrally — directory providers sync in and out, Smoo stays the source of truth.

Included with Smoo AI Support - Pro, Smoo Workforce + Support Bundle and 5 more plansSee plans

Workforce is the people layer: who works here, what they do, and which team they sit in. It syncs with a directory provider rather than replacing it.

How to

1
Sync or add your people.
2
Set titles and departments so the org chart is usable.
3
Mark each person’s account kind (person, shared account or bot) and tick “Needs a Smoo account” for anyone who should get a seat.
4
Mark anyone who should never sign in (a front-desk mailbox, a bot, staff who only take calls) as “Doesn’t sign in” with the row action, or tick several people and use the bulk button.
They are never invited or given an account, and sign-in with an email on your verified domains is refused. They still ring in phone routing and appear in schedules and the CRM. Shared accounts and bots start this way.
5
On the Schedules tab, set your team hours, give people their own hours where they differ, and add time off.
6
Give people roles under Admin → Roles & Permissions.

A teammate’s phone did not ring for a call.: Calls only ring people during their working hours and never during time off. Check their card on Workforce → Schedules. Someone with no hours anywhere is always rung.
A directory sync reset the account kind or “Needs account”.: It cannot: sync never writes those labels. If one looks wrong, someone edited the person; set it again in the person dialog.
Someone marked “Doesn’t sign in” can still sign in.: The sign-in block applies only to emails on a domain your organization has verified (Settings → Single sign-on). Elsewhere the mark stops invitations and new accounts only. If they already had an account, suspend or remove them in Members.
You cannot tick “Needs a Smoo account” for someone.: They are marked “Doesn’t sign in”. Let them sign in again with the row action first.