Pavel

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    25 comments  ·  Feedback » Improvements  ·  Flag idea as inappropriate…  ·  Admin →

    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…

    Pavel supported this idea  · 
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    Pavel commented  · 

    It will be great to set up so that chat wil be region specific: ex. route customers from Chicago region to Chicago agent, Northeast customers to Northeast agent and so on...

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