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

Question

Can you choose a department when submitting an offline message?

Answer

If at least one of your departments is online for Chat, then you can choose a department for routing the offline message by enabling department selection on the pre-chat form.

However, if the account is offline, then you can't choose a department.

With the offline form customers can send an offline message through the Chat widget. That offline message is then stored in your Chat history and a copy of the message is sent to the agent and administrator's email if the offline notification is enabled.

You can set the department with a Chat trigger based on the account status being offline to assign a department to the offline messages. 

To create this workflow

1. 1. Create a new chat trigger.
   2. Add the following under Customize trigger:
      • Run Trigger | When a Visitor has loaded the chat widget
      • Check conditions | Check all of the following conditions
   3. Add the condition Account status | Equals | Offline
      
   4. Add the following action under Perform the following actions:
   5. • Set visitor department | Selected Department

If you are creating a ticket in Support from the offline message in Chat, a custom trigger will allow you to assign that offline message when it is created as a ticket.

To create this workflow

1. Create a new trigger.
2. Add the following conditions under Meet ALL of the following conditions:
• Ticket | is | Created
• Subject Text | Contains the following string | Offline Message
3. Add the following actions under Actions:
• Group | Selected Group 

For more information, see this article: Managing offline form settings.