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Departments

Departments feature allows you to create Departments at profile level and group your agents and let them handle the chats independently.

This feature is available in Popular and above plans.

Only Admin users will be able to add Departments and group agents in it.

  • Popular plan - 2 departments

  • Mighty plan - 6 departments

  • Fantastic and Enterprise plans - Unlimited departments

To add a Department, go to Manage--> Pre-chat form --> Departments.

Click on "Add a Department Button" and enter the "Department Name" and select the agents whom you would like to add to that particular department by marking on the check box against their name.

 

After selecting the agents click "Save" button to add those agents to that department.

You can create as many departments depending upon the subscription plan you are under.

Enable Department:

Department feature can be enabled by Toggling ON the option 'Allow Visitors to Choose Departments'.

Note: You need to create atleast two departments to Toggle ON this feature.

By Toggling ON, visitors can choose the department name in the pre-chat form, so that the chats are routed only to the agents in that particular department.

If you Toggle OFF the option 'Allow Visitors to Choose Departments', you can either broadcast the incoming chat to all agents or to agents in a particular department by choosing the department under "Default Department for routing" option.

When there is an incoming chat notification, the incoming chat request will bear the name of the Department so that the agent shall identify from which department the chat request is from.

In the chat window, the department name will be displayed in the chat information box above the chat window.

In the History section, department name will be shown for each transcript in the right pane along with other meta area.