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1. Chat Specific Routing to Agent or Department

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   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!

   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… more

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   ramya sharma commented  ·  Aug 1, 2022  ·  Edit…  ·  Delete…

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