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 emailed to the agent and admin if they've enabled offline notification.
Set up a Chat trigger to send offline messages to a specific department.
To create this workflow
- Create a new chat trigger
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Add the following under Customize trigger:
- Run Trigger | When a Visitor has loaded the chat widget
- Check conditions | Check all of the following conditions
- Add the condition Account status | Equals | Offline
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Add the following action under Perform the following actions:
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Set visitor department | Selected Department
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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
- Create a new trigger
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Add the below conditions under Meet ALL of the following conditions:
- Object > Ticket > Ticket | is | Created
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Object > Ticket > Subject Text | Contains the following string | Offline Message
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Add the below actions under Actions:
- Object > Ticket > Group | Selected Group
- Click Create trigger
For more information, see this article: Managing offline form settings.
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