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Set Department after chat started
Answered
Posted Sep 17, 2015
If the visitor is not served after 60 secs, I want the visitor to move to a different department.
The trigger function makes you think this should be possible:
The condition part works. If I add an action "Send message to Visitor", it works. Changing the department does not.
When I manually change department while chatting, it does switch.
Any solutions?
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25 comments
Ramin Shokrizadeh
Hi there Rene,
Thanks for reaching out about wanting to set a trigger up that would transfer the department after a certain period of time if the customer hasn't been served yet.
Currently, using the "Set visitor department" or the zopim.livechat.departments.setVisitorDepartment only sets the department if the chat session hasn't started yet. It will not react to them both if a chat with another department has been initiated. They are mainly used to set departments before a chat has started based on a certain page (ex. set the department to Sales if they are on your pricing page)
I do agree that there should be better queue management with the ability to transfer to other departments automatically if the selected department is too busy. Will share your feedback with the team and we will update you if/when we add some functionality that would resolve this problem for you.
Sincerely,
Ramin
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Rene de Haas
Thanks for your reply. Let me know when you have a idea about when/or this feature will be implemented :)
1
Karsten Jensen
We're also very interested in this functionality!
1
Joris
+1
1
Jonathan Jongkind
+1 we need the ability to have chats routing to other departments if the chat request is not being served after X seconds.
2
Imbi Joy
+1
1
Heather Rommel
We'd like this also, especially since if the customer drops and restarts, for some reason the Department for the "new" chat is set to blank?
0
Ramin Shokrizadeh
Hi Heather,
The department assignment is tied to the session, so when the session drops/restarts it will be viewed as a new session (without the department assignment).
If you are using the Javascript APIs to set the department, you can use the setOnConnected API so it reapplies when the visitor reconnects: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#setOnConnected
Thanks,
Ramin
0
Leo Droidcoder
+1
1
Mark Bangerter
This is really needed.
1
Glitnor Services Ltd
Any updates?
1
Ramin Shokrizadeh
@Sami there is currently nothing in the roadmap for the next 6 months that would address this behaviour change.
1
Caser admin
It is really needed.
In our case, we need this functionality to be able to give a message to the visitor when an agent of a certain department, to which the chat has been transferred from the bot department automatically, does not respond in x time. And the problem is that the visitor's department was automatically assigned to the bot when starting the chat, and even if the chat is transferred to another department, in the triggers you can not put a condition with the current department of the visitor, if at the beginning of the chat another one was put.
Without this condition, the trigger that gives a message to the visitor when the chat is not being attended in x time, is also shown when the agent of the bot department ends the chat and leaves the conversation, even if the last chat message was sent by the agent (Why in this case is it considered that the visitor is not being treated?)
.
1
Vink Kunststoffen
+1
1
Jamie Noell
+1
1
Jesper Birkestrøm
+1
1
Jake Bowen
+1
0
Lalit Bihani
+1
0
Jesper Birkestrøm
+1
1
Arno (EMEA Partner)
It would certainly make sense to be able to transfer a chat to secondary department, even if customer has requested a chat, but has not been served in defined time frame. This should be changed so, that unless customer has been responded to (served), trigger should allow changing the department.
1
Sairam
+1
0
Sairam
Department selection tie-to/persistent-on session / page-load does not make sense in todays' world where Single Page Applications are spreading like wildfire. ZenDesk needs to update their Chat JS API to be able to reset / set departments mid sessions.
Also, I might want to set the department on demand based on specific interactions within the SPA.
I understand complexities around preexisting/on-going chat sessions, but there should be thought around how to handle that.
0
Craig Obee
We need this functionality, our customers are waiting for way too long before they are being dealt with and having a terrible live chat experience. a simple trigger to "change department if still waiting for X seconds" is all we need.
0
Joey
Wow, this was requested in 2015. 8 Years later this super basic functionality still doesn't exist and chat triggers are still a giant mess. Beyond frustrating.
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Terry Knox
Absolutely shocked that this couldn't be done! No way to do overflow routing at all seems mad to me. The chat tool has always felt like a bit of an afterthought and the move to "messaging" hasn't improved the back end (lack of) functionality. Such a shame.
0