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…
Hey! We're a small business trying to grow.
We were thinking in adding a new feature that would take part in chats.
Admins could see all the new and already existing chats, while Agents can only see the chats that Admins have set them.
For example, I open a ticket saying I want to order an online coaching. The admin would be the one who only gives support and distributes the customers. In that case, when the customer pays, the admin would pass the chat to an agent, and the agen will be able to chat, but not to read all the messages that were written before (this could be an option to enable / disable in the menu). The admin would still see all the previous and new messages, monitoring al the chats. He can also send messages to those chats.
Hope you understood my idea and it gets implemented someday.
BoomBoosting
Admintawk.to
(top bird!, tawk.to)
responded
Hey! We're a small business trying to grow.
We were thinking in adding a new feature that would take part in chats.
Admins could see all the new and already existing chats, while Agents can only see the chats that Admins have set them.
For example, I open a ticket saying I want to order an online coaching. The admin would be the one who only gives support and distributes the customers. In that case, when the customer pays, the admin would pass the chat to an agent, and the agen will be able to chat, but not to read all the messages that were written before (this could be an option to enable / disable in the menu). The admin would still see all the previous and new messages, monitoring al the chats. He can also send messages to those chats.
Hope you understood my idea and it gets implemented someday.