Automatically route chats to departments

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  • Andrew

    Does this work in conjunction with operating hours?  

    e.g. (using zendesk widget) we use API to set tag to "test", and then have a trigger for chats tagged with "test" to set department to "department1". If department1 is currently closed, would customer still have option to chat via Zendesk widget?

  • Sergiu Birca
    Zendesk Team Member

    Hi Andrew,

    For department routing I would suggest you to use our Chat JS API instead of triggers (valid for both Web Widget and Chat Widget). It's easier to control what is offered in case if specific departments are offline.

    Documented here:

    and here:

  • Joris

    Hi, Is there a way to change the department after the chat started? (with a trigger) If the visitor is not served after 60 secs, I want the visitor to move to a different department. Thanks for your help,

  • Jon Daniels
    Zendesk Customer Advocate

    Hey, Joris!
    It's not possible to change departments once the chat is started, but I did find this product feedback requesting this functionality:

    Set Department after chat started

    I encourage you to vote for this feature, so our product managers have an accurate view of the demand for this functionality!


  • Amir Othman

    I have done this with additional actions before the Set Visitor Department, but the routing does not happen. The other actions (adding tags, Set triggered as true, etc.) worked, the tags were added and the chat session is set as triggered in the dashboard. Under what circumstance(s) would this not work? What would be a good way for us to debug/inspect this problem?



  • Aron

    I have multiple chat widgets using Brands. Is there an option to route all the chats from one particular widget to a certain department?

    I tried the triggers with Visitor URL but it didn't help at all.



  • Simon Blouner

    Hey Aron

    I assume the Widgets are placed at different locations, and you should actually be able to do this via. some chat triggers. However, if you cant get this working, you can try to add the following snippets to your URLs where the widgets are present, in the header element, after the actual including of the Widget:

    <script type="text/javascript">
      window.zESettings = {
        webWidget: {
          chat: {
            departments: {
    select: 'The specific department name' enabled: ['The specific department name'] } } } }; </script>



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