Department Specific Status Messaging
At present, all agents in all departments of a property must be set to Away in order for the Away messaging to appear in the chat widget. It would be much better if this was managed on a Department basis, as the landing page of the widget does (e.g. Dept 1 (online), Dept 2 (offline), Dept 3 (Away). If someone selects Dept 3, it should show the Away messaging if all agents in that Dept are Away. At present it doesn't if someone else is online in another Dept! Please create this feature!
Anonymous
shared this idea
Admintawk.to
(top bird!, tawk.to)
responded
To All Our Valued Users,
Thank you for choosing tawk.to and for reaching out.
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, but only those who are assigned to the department will get a notification.
2. This is so to allow 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. 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 set-up to hide chats from other departments.
If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is a link to my calendar: https://calendly.com/siennarubio/30min. I’d be happy to help!
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Jambu
commented
Also, there should be a setting for if the assigned agent doesn't respond, then what to do (continue round robin, switch to "ring all", etc)
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Ex
commented
I have a list of 25 agents that can log in and take chats from their desktop or cell phones. It would be nice to have a system setup where it will send a chat out going down a list of who is available to take a chat instead of a first come first serve. This will spread out leads to all available agents that are online so it can be fair to all.
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Anonymous
commented
Good morning, I need to share equally the contacts that come from my site with all my agents. I created the departments, but I need to be able to CHOOSE the agent answers a chat? ideas? it's possible?
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Anonymous
commented
You dont need to enter in the chat, one of the agents enter in the chat automatically..
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Anonymous
commented
Hide Department selection
i.e. landing page
a landing page would default to the sales department. but when a lead starts to chat it would automatically go to sales.vs.
someone clicking to talk support, vs sales.