Show chat and notification only to agents of selected department
Currently, Every agent can see each others chats in real time and join in. The agent for that department will get the sound notification but other agents will still be able to see the chat. The website on which I am working needs the functionality like only agents which are assigned to selected department should received chat notification. As it will decrease the number of chat request & the chat will remain to particular department only.
To All Our Valued Users, Thank you for choosing tawk.to and for sharing your challenge here. Currently, there is no function allowing you to hide chats from other departments, however, I've been advised this feature is on our roadmap. Your request is acknowledged and updates will be posted once the feature has been implemented. If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!
Katrina Sparks commented
Interestingly, thank you for sharing
Matias Musante commented
I ll love to let my web users select the agent that they will talk to!
Rodrigo Silva commented
I need this feature. How's this going?
rod n commented
yes this needs to be fixed!
This is a must have feature, it is very important for correct business operations. Please let us know when it is available.
Admintawk.to (top bird!, tawk.to) commented
Thank you for choosing tawk.to and for sharing your challenge here.
Currently, there is no function allowing you to hide chats from other departments, however, I've been advised this feature is on our roadmap.
Your request is acknowledged and updates will be posted once the feature has been implemented.
If you have any other questions, require assistance, or just want to talk to someone at tawk.to here is a link to my calendar - https://calendly.com/siennarubio/30min; I'd be happy to help!(Edited by admin)
Bruno Oliveira commented
This is a crucial feature. From what I understand so far, the "departments" feature exists mainly for search filtering purposes.
Nonetheless, if a visitor actively requests to speak with the finanial department (on the pre-form chat), why does the technical department (for instance) need to be bothered?
Not only it's unnecessary, it's also unproductive, annoying (for the agents who are not requested) and it raises unnecessary privacy issues.
If you could add this as an optional feature, it would be of great value to the platform.
Hicham Touisse commented
This would be HIGHLY desirable and necessary for evolution of the platform. Please action
Mesut Gürbüz commented
Agents should not see all the messages. They should see only the messages of their department.
1. Customer selects the department on the pre-chat form.
2. Only the members of selected department agents notified and they can see and start chatting.
3. Members of the other department agents can't see the messages.
This is the desirable feature. I am not sure if it is exist or not.
This would be HIGHLY desirable. Please action.
+3 Please allow each business to decide if they will allow sharing members among departments for chats or isolating members to their assigned department.
We would prefer to isolate members to their department.
A configuration that the department chats are hidden from other departments, because some departments may have confidantial data from clients..
since i am admin i have assigned 2 agent to each dept. but they are complaining that getting all dept. live chat request...what to do.
kindly make a system where a particular department agent receives live chat request related to his/her department only.
I have multiple admins so what I want is that particular admin can talk to his employees only and vice versa.
that only the agents that I have in each department can see it their respetive chats ... since it is annoying to my agents to receive the chats that do not interest them because it is not their area.
ghassan monal commented
it will be better when we have more then department it will link with support department not to all agent .
mean if i have 5 department like web page , marketing , design , sales . it have option to link each department with one employee , it will support this department , the alert it gos only to this department . but right now it will gos to all of them , please will you do it and update it will more professional , and it will give us as company more space to let alot people work from home please
I have created 2 departments 1. sales 2. service. But now all chats are coming to both agents and its confusing. need your support.
Renee Solomon commented
I am in total agreement. For accountability, unless invited to a conversation to share knowledge, chats for one department should only be visible to, editable by and reported on, within that department and to main admins.
We have many concerns as a company about this function.
I agree chats coming in once there is the pre-chat form and departments enabled then chats where visitors specify a department should only be visible to agents attached to that department.
I would like only the financial member to have access to the conversations sent to the Financial sector. Messages currently appear to all members. Or does it already exist?