Do not display clients / conversations for unselected departments
When a customer selects the Technical Support department, for example, do not let the Finance department see that person being served at that time, unless they are redirected to the specific department or there is no one online in the desired department
Admintawk.to (top bird!, tawk.to) commented
Thank you for choosing tawk.to and for sharing your challenge here.
Currently, there is no set-up to hide chats from other departments.
Below are the functions of how departments work at tawk.to
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 makes it easy to take over a chat — especially if the transfer is from one department to another.
3. When a chat is assigned to a department, 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 the notification rings for all agents is when there are no agents currently online for the department selected. This is to prevent the chat from going unanswered.
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!