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
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.
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!
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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?
Lydia Harvey commented
he process of separating and routing the visitors to specific agents with the help of Then, choose the operators/departments that you want to route the chat to.
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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.
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.
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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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