Our team is taking steps to configure chat routing with the pre-chat form functionality in conjunction with the Departments functionality.
Current Challenge & Desired Outcome
My understanding, from testing in our sandbox environment, is that when a department has no agents available, the department still shows up as an option in the pre-chat form menu; however, it is greyed out (a lighter font color) and customers are not able to select it.
Is there a way to always show all options / departments as available regardless of whether agents are available in the departments internally? We would like to try to keep our customers' experiences consistent and this would also enable us to collect the data that we are interested in.
As an extension, if the above is possible, is it possible to configure these types of requests to route to the next available agent?
What I've tried so far
I am aware that an alternative option could be to create an "Other" bucket in the pre-chat form and to place all agents in that bucket.
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