Skip to content

I suggest you ...

← Feedback

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

97 votes
Vote

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close
You have left! (?) (thinking…)
Sai shared this idea  ·   ·  Report…  ·  Admin →
How important is this to you?

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close
Admintawk.to (top bird!, tawk.to) responded  · 

To All Our Valued Users, 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. However, only those who are assigned to the department will get a notification.

2. This allows for 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. The only time it rings for all agents is when a no agents are currently online for the Department selected. This prevents the chat from going unanswered.

4. Currently, there is no setup to hide chats from other Departments. Helpful link: https://help.tawk.to/article/creating-and-managing-departments To setup Departments, you will first need to enable the Pre-Chat form for your site widget and then set up the actual Departments. More detailed instruction can be found here: https://help.tawk.to/article/creating-and-managing-departments . 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!

We're glad you're here

Please sign in to leave feedback
Signed in as (Sign out)
Close
Close
Submitting...
An error occurred while saving the comment
  • Muskan Gupta commented  ·   ·  Report

    Chandigarh Escorts Service Men are going to stay rejuvenated without any tension in sharing their detailed information in a general public forum. There is no chance of your identities being leaked while trying out these professionals here engaged to our agency.

    Visit Our Website:-
    http://www.chandigarhescort.online
    http://www.chandigarhescort.online/mohali-escorts.html
    http://www.chandigarhescort.online/zirakpur-escorts.html
    http://www.chandigarhescort.online/panchkula-escorts.html
    http://www.chandigarhescort.online/amritsar-escorts.html
    http://www.chandigarhescort.online/ludhiana-escorts.html

  • Remli Chandigarh commented  ·   ·  Report

    Chandigarh Escorts Service You are definitely going to rejoice all the minutes of love coming in close connection to these wonderful horniest darlings. Their attempts are always strong and productive enough to meet all expectations of customers.

    http://remli.in

  • nisha bhat commented  ·   ·  Report

    Rohini Escorts welcome you to the world of Indian beauties. Indian Rohini Escorts is pleased to be introduced as India's Top Exclusive escort service provider. We are an escort agency in Rohini for complete erotic services.

    For More Information Visit Us:

    http://www.rohinicallgirls.com

  • Parul Patel commented  ·   ·  Report

    A Wonderful article shared by admin, I really love this one. Must everyone see or read. Like this sort of articles are recommended and share on my social wall. Thank you for sharing this great and useful post. http://www.parulpatel.in/

  • vette hoppey commented  ·   ·  Report

    Through your pen I found the problem up interesting! I believe there are many other people who are interested in them just like me! How long does it take to complete this article? I hope you continue to have such quality articles to share with everyone! I believe a lot of people will be surprised to read this article! Thanks for your post!
    https://bubbleshooter.io

  • Dorothea commented  ·   ·  Report

    I set up skills-based routing and assign incoming chats to a specific department. Will the chats be automatically assigned to a department if they are assigned to an agent within that department?

    https://www.mybalancenow.kim/

  • Greiner commented  ·   ·  Report

    This white paper discusses some common live chat routing scenarios, how they can Send chat request to the correct agent or department based on Salesforce may have dealers or sales representatives responsible for specific areas.

    https://www.prepaidcardstatus.bid/

  • Downs commented  ·   ·  Report

    For chat routing, to add a separate department with a specific group of agents, please follow the below mentioned steps: Login to your REVE Chat dashboard and go to 'Customization'. Next, select 'Department' from the dropdown list. To add a specific department, click on the 'ADD DEPARTMENT' button.

    https://www.mygiftcardsite.one/

  • Ricky commented  ·   ·  Report

    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  ·   ·  Report

    Hi Andrew!

    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  ·   ·  Report

    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

  • GraceAllen commented  ·   ·  Report

    If you are a user in a Professional or Enterprise Service Hub account and have at least three published knowledge base articles, select Knowledge base search and live chat to add the knowledge base search option directly from your Live Chat widget. https://beststudentadvisors.com/

1 3

Feedback: Improvements

Categories

Feedback and Knowledge Base

(thinking…)