Chat EAP - Set chat department
CompletedHi,
We've joined the Chat EAP, and are currently using it on one of our Zendesk Support brands. Using the EAP has thrown a serious kink in chat separation between departments. We have tried the following methods to set chat departments using the EAP widget.
- Set department with Javascript API - $zopim.livechat calls are not working yet. Not able to set departments with from the visitor's side
- Set department trigger - set department triggers do not work
- Roles - The last ditch effort was to have one brand with Chat EAP enabled and not able to set departments. All the other brands set departments via the Javascipt API so any chat that has no department lands in the domain of the one department using Chat EAP. However, this is not effective because all departments are notified and can receive a chat that is not assigned to a department.
Is it currently possible to set departments in the Chat EAP?
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Hi Russell,
The Chat APIs ($zopim.livechat) are not supported in the EAP yet. However we are actively working on it, including the set departments API.
If this is critical to your setup, I recommend waiting until we release the APIs (ETA October).
If you would like to continue using the EAP and set departments in the interim you can achieve this using the following:
<script>
window.zESettings = {
webWidget: {
chat: {
visitor: {
departments: {
department: 'Sales'
}
}
}
}
};
</script>
Please note that this is subject to change, although we'll warn you when it does.
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Thank you, Daniel! The script works. Very helpful to have some options at our disposal!
I had incorrectly assumed these functions didn't work along with the API: https://developer.zendesk.com/embeddables/docs/widget/zesettings
The webpage above doesn't mention setting department, is this documented anywhere else? -
Not yet, we're working on supporting a wide range of Chat APIs in the Web Widget and will publish official documentation at the time of release.
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Hi Daniel,
we can´t get set Department up and running, anything changed?
window.zESettings = {webWidget: {chat: {visitor: {departments: {department: 'Deutscher Support'}}}}};
All other settings like moving the widget still work.
Can we also have tags set can you share the script?
Thanks!
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HI Daniel,
any news here?
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Hi Tobias,
The team are still working on completing the Javascript APIs for the new experience, you should hear some good news near the end of the month.
-Ramin
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HI Daniel,
Unfortunately this tip does not work with our account, I've checked it with few departments, our widget have already some windows settings - I've tied both ways, just your code, and to add it to existing code, failed in both cases.
This:
<script type="text/javascript">
window.zESettings = {
webWidget: {
launcher: {
label: {
'en-US': 'Need help?',
'fr': 'Besoin d\'aide?'
}
},contactOptions: {
enabled: true,
chatLabelOnline: { '*': 'Chat with one of our experts' },
contactFormLabel: { '*': 'Send us a message' }
},
contactForm: {
enabled: true,
ticketForms: [ { id: XXXXXXXXXX } ]
},
chat: {
visitor: {
departments: {
department: 'test'
}
}
}
}
};</script>
Works on everything except of chat, your code alone - also does not work at all
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Any news here?
-
@Tobias should hear some good news by next week, team is spending more time on testing to ensure everything is working correctly.
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@Tobias, Chat APIs are now released. Developer docs are here.
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