Chat Specific Routing to Agent or Department
Is it possible to route the chat request to the specific agent or to the specific department? I created department -> Prechatform but then when the visitor selects Department then all agents gets alert and all agents in different department can join, which makes having department in not useful.
So can we have a way to perform this
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List all the agents in our team and provide a link to each agent so that the user can choose who they would like to chat with.
This means that with each agent we could write a blurb about their specific speciality so that the user can select the agent who is best qualified to answer their particular issue.
Admintawk.to (top bird!, tawk.to) commented
Thank you for choosing tawk.to and for reaching out.
Currently, we cant assign chats to a specific agent. However, Departments are especially helpful for big teams, allowing you to make sure only the right agents answer visitors as they can be selected as an option in a pre-chat form.
Departments are also useful when assigning tickets. You can assign a ticket to a particular department which means everyone in the department will receive the email/notification.
This is how the department function works for tawk.to chat.
1. Chats can be assigned to departments, all agents including those who are not assigned there can see the incoming chats, but ONLY THOSE WHO ARE ASSIGNED to the department will get a NOTIFICATION.
2. This is so to allow easy chat take-over especially if the transfer is from one department to another.
3. In departments, the other agents only hear the notification sounds if there are no agents currently online in the department the visitor has selected. So the only time it rings for all agents is when a department is selected that has no agents currently online. This is to prevent the chat from going unanswered.
4. Currently, there is no set-up to hide chats from other departments.
To setup Departments, you will first need to enable the Pre-Chat form for your site widget and
then setup the actual Departments.
More detailed instruction can be found here: https://help.tawk.to/article/creating-and-managing-departments
Let me know 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!
Andrew Hamilton commented
We wish to segregate chats to so that specific agents within departments can handle those requests however all agents receive all requests and all agents can join the same chat request which means there is no ability to adequately group targetted chat sessions
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Hey! We're a small business trying to grow.
We were thinking in adding a new feature that would take part in chats.
Admins could see all the new and already existing chats, while Agents can only see the chats that Admins have set them.
For example, I open a ticket saying I want to order an online coaching. The admin would be the one who only gives support and distributes the customers. In that case, when the customer pays, the admin would pass the chat to an agent, and the agen will be able to chat, but not to read all the messages that were written before (this could be an option to enable / disable in the menu). The admin would still see all the previous and new messages, monitoring al the chats. He can also send messages to those chats.
Hope you understood my idea and it gets implemented someday.
1. Management agent member password
2. View agent member login record, login IP, use device
3. Bind the proxy to login tawk's whitelist IP location
4. Automatically assign customers to agent members