Default chat goes to one department
Without the customer having to choose, we would like all chat requests to go to our "Level 1 Support" department, and then if they need a Level 2 Support Department" person to join the chat, the level 1 agent can then internally request a level 2 agent to join the chat.
Thank you for choosing tawk.to and for reaching out.
Currently, we cannot assign chats to a specific agent/assistant or create a private channel. All incoming chats can be viewed and answered by all agents logged into the property.
Departments allow you to make sure only the right agents answer visitors. They are also useful when assigning tickets. You can assign a ticket to a particular department, ensuring everyone in the department receives the email/notification.
This is how the department function works for tawk.to chat.
1. When chats are assigned to departments, all agents, including those who are not assigned, can see the incoming chats. However, only those who are assigned to the department will get a notification. This allows easy chat transfer, especially when the transfer is made from one department to another.
2. Agents outside the selected department will hear the notification sounds only if no agents are currently online in the department. This prevents the chat from going unanswered.
3. Currently, there is no option to limit chat visibility and notifications to specific departments.
Learn more about setting-up departments here: https://help.tawk.to/article/creating-and-managing-departments
Learn how to create and respond to tickets: https://help.tawk.to/article/creating-and-responding-to-tickets
If you have any questions or require assistance, we invite you to reach out on our 24/7 support line. Our live agents are always available to assist you.
Alternatively, you can reach me here at email@example.com
Luis Martinez commented
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