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I am facing the same problem.

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Hi,

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

At this stage, we don't have a feature to route customers directly to a designated agent or Department.

Alternatively, you can follow these suggestions:

1. Direct Chat Link/Profile Page

Your visitor can directly send you a message using your Direct Chat Link/Profile Page.

This is useful when returning visitors want to reach out to a specific Agent.

To learn more, visit this link: https://help.tawk.to/article/editing-your-personal-profile-page

2. Pre-Chat Form

A Pre-Chat Form requires a visitor to answer a set of questions before a chat commences.

You can set up a Pre-Chat Form allowing visitors to either request a Department or choose an agent's name from a list of multiple agents.

Follow these steps to set up your Pre-Chat Form:

In your Dashboard, click the Admin gear icon in the left sidebar.
Select Widget Content.
Enable the Pre-Chat form by toggling the Pre-Chat Form button to on.
Select the Department/multiple choices.

Helpful link: https://help.tawk.to/article/using-the-pre-chat-form

3. Department

If you choose to set up a Department in your Pre-Chat form, please note how this feature functions:

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.
This makes it easy to take over a chat — especially if the transfer is from one Department to another.
When a chat is assigned to a Department, 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 the notification rings for all Agents is when there are no Agents currently online for the Department selected. This prevents the chat from going unanswered.

NOTE: Be aware that enabling a Pre-Chat Form is likely to decrease the number of chats you receive. Statistically, it is known to reduce engagement by up to 37%.

4. Multiple choice option

You can now add Agent names to the multiple-choice fields of your Pre-Chat form. E.g.,
(Question) Please select the specialist you would like to speak with:

Option 1: Lisa - Sales Department
Option 2: Ted - Technical Support
Option 3: Others - General Inquiry

Once the visitor selects an option, a Trigger or an automated message will fire stating the agent's Direct Chat link. E.g.,

The user-selected option 1 (Lisa - Sales Department).

Trigger message: To speak directly to Lisa, please click this link: www.tawk.to/lisaSales. You will be directed to the Agent's direct chat page.

The visitor will be redirected to another tab on the agent's profile page.
The video link below will show you the final output of using a Trigger with multiple choices:
https://www.loom.com/share/e970b9a189ae4217aac9eae6a72be621

5. Trigger with the Agent's Direct Chat Link

To set up the Trigger, follow the steps below:

a. Select Admin (gear icon) > Trigger > Add Trigger
b. Select Trigger Type > Advanced
c. Type the Trigger Name and Description
d. CONDITION > Run Trigger > When a visitor sends a chat
e. CHECK > All of the following conditions
>Message > Contains > (keyword you referenced earlier, e.g Lisa)
f. ACTIONS > Send message to visitor > Agent Name > Message

Please note: Create an Advanced Trigger for each option of your multiple choice. This will ensure that all options have a corresponding Trigger message.

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 my calendar: https://calendly.com/siennarubio/30min. I'd be happy to help!