Chat Routing

7 Comments

  • Stephen Fusco
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    Hello Rovi, 

    Thanks for reaching out to us. If a user selects a certain department in the pre-chat form they will get routed to the department they select. This is an optional part of the pre-chat form though. You can route agents to whichever agent departments you like by using chat triggers. That is explained in more detail in this article: Automatically route chats to departments

    I hope that helps!

     

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  • Rovi Roy Cruz
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    Thanks Stephen,

    how about if click on a department on pre-chat form and once I click send it will go directly to offline ticket 

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  • Jessie Schutz
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    Hey Rovi!

    Just to clarify, you want tickets for certain departments to automatically go to a ticket, rather than initiating a chat. Is that right?

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  • Rovi Roy Cruz
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    Hi Jessie,


    yes your right... we want to have 4 departments that will automatically go to tickets...

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  • Jessie Schutz
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    Hi Rovi,

    I'm not sure that something like that is possible, but I'm not really a Chat expert. So I'm going to see if I can find some information on that for you!

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  • Rovi Roy Cruz
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    Hi Jessie,

    thank you... hope there's an article for this or samples

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  • Ram Claudio
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    Hi Rovi,

    As I have been reading through your replies, it seems that you would like to use 4 Departments to create tickets using the Offline form? To follow this, would you have any more departments besides these 4?

    When all departments are offline, the department selector will not show in the widget. This is only visible if at least one department is online. This is why it is not possible to select a department when all departments are offline.

    As for the routing, pre-selecting Department A for chat which will be transferred to Department B automatically, is not possible with API or without API. The department transfer can only be done manually by an online agent.

    I'm not yet quite sure of what you want to achieve. Due to this I have created a new ticket where we can continue our conversation. Cheers!

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