Chat to Agent Restriction by Deparment
When a specific department has been selected when starting a chat, is it possible to alert only the agents under that department?
Also, not to allow other agents see the conversation of other agents unless that account is admin.
At the moment, all agents can view and answer chats without restrictions or approval from an admin.
We have taken note of your suggestion and will post updates once the feature has been approved and implemented.
This is how the department function works for tawk.to chat:
1. Chats can be assigned to departments. All agents, including those not assigned to the selected department, can see the incoming chats. However, only those who are assigned to the department will get a notification.
2. This makes it easy for one agent to take over another agent’s chat — especially if the chat is transferred from one department to another. Also, your agents aren't wasting time trying to answer questions they don't know the answer to or giving the wrong answer because it's not in their area of expertise.
3. When a chat is assigned to a department, the agents outside that department only hear notifications if no agents from the selected department are online the department. T. This prevents chats from going unanswered.
4. Currently, there is no option to hide chats from departments or property members outside of a selected department.
We've acknowledged your request and have forwarded it to the dev team. They will work with this suggestion and will add the feature in due course.
If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to our calendar: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!