Is it possible to choose a department when submitting an offline message?

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  • Sam Oh

    I have trouble routing the offline chat messages through
    Instead of routing to a specific department, all the agents are receiving the offline chat message. Is there any reason why this is the case? 

    chat: {
       departments: {
          enabled: [
           select: 'Z'
  • Nick
    Zendesk Customer Advocate

    Hi Sam, thank you for posting your question within the Zendesk Community!

    It is likely that your agents are all receiving offline messages due to the "Offline Message Notification" setting being enabled regardless of which department an agent belongs to. This setting cannot be controlled account wide and has to be enabled / disabled individually by each agent as shown in this community post.

    Let us know if this helps!

    Nick | Customer Advocate

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