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1. Department Specific Status Messaging

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

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   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!

   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… more

   Eliseu Borges supported this idea  ·  Oct 31, 2018
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   Eliseu Borges commented  ·  Oct 30, 2018  ·  Edit…  ·  Delete…

   I suggest that the trigger action has an option to direct a particular chat session to a group, agent, or department department. Example: a customer from Colombia will be directed to the agent who speaks Spanish. This can also be useful for filtering inquiries where there are company branches.

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