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Dan Dawson

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  1. 62 votes
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    To All Our Valued Users, Thank you for choosing tawk.to and for reaching out. We currently don't have a feature for assigning Departments to specific landing pages. Here’s how the department function works in the tawk.to chat:

    1. Chats can be assigned to departments. All Agents, including those who are not assigned to a chat, 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, 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 feature…

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    Dan Dawson commented  · 

    When creating a new widget we are given options for title and it's settings. I would like a multi-select option to choose which departments that widget is for. If no agents from that department are online, the widget could be hidden.

    Then I would just have custom widget embed codes for each of the different departments on my website.

    Dan Dawson supported this idea  · 
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    Dan Dawson commented  · 

    I want specific pages of the site to only have the chat window show if someone from a specific department is online.

    For example, if I have a landing page for Department A would only show the chat popup if there was a chat operator from Department A online.

    Seems like the easiest way to implement this would be to customize the javascript embed code for the tawk.to widget on that page or template. The customization would include the list of departments it should watch for. I see the s1 and s0 variables, so I would dream of adding one like:

    s1.departmentRestriction=('Department A','Department C');

    Which would then only show the chat option pop-up only when someone from that department was online.

    Ideally you would also add an option under "Widget Settings" next where you have "Hide widget when offline" but instead have "Hide widget when defined departments are offline" and it would use the extra s1 tag above to define those departments in the widget itself.

    Workaround:

    I could just create separate companies for each department.

  2. 733 votes
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    To All Our Valued Users, Thank you for choosing tawk.to and for sharing your challenge here. Our chat transcript email is currently set to display the GMT 0 timezone. Your request has been acknowledged and updates will be posted once the feature has been approved and implemented.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!

    Dan Dawson supported this idea  · 

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