Hi Umair,

Thank you for choosing tawk.to and for reaching out.

Currently, we cannot assign chats to a specific agent or assistant. All incoming chats can be viewed and answered by all agents logged in to the property.

Departments allow you to make sure the right agents answer visitors.  They also allow you to assign a ticket to a particular department, ensuring everyone in that department receives the email/notification.

Here is how the department function works:

1. Chats can be assigned to departments. All agents, including those not assigned to a department, can see all incoming chats. However, only those assigned to the selected department will receive a notification. This makes it easy to transfer chats.

2. Once a chat is assigned to a department, agents will only hear chat notifications when there are no agents online in the selected department. This prevents chats from going unanswered.

3. Currently, there is no option to hide chats from departments or property members outside of a selected department.

Click the following links to learn more:

Setting up departments: https://help.tawk.to/article/creating-and-managing-departments

Creating and responding to tickets: https://help.tawk.to/article/creating-and-responding-to-tickets

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 our calendar - https://calendly.com/tawk-to-support/tawk-to-customer-support

We're happy to help!