How to redirect live chats of different brands?
Considering the agent workspace is active
Good afternoon, imagine a scenario where I have 3 brands, consequently, 3 widgets different from each other. I have 3 departments responsible, each department to one of the brands, imagine department 1, department 2 and department 3 serving each brand. Also, I want to make the dropdown department list disappear from the pre-chat form, which I do by script. So since the pre-chat form no longer has a department drop-down list, how do I assign the tickets to the exact department, without the customer choosing the department, which of course, there would be no way once I removed it by script.
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Hi Eduardo,
You can also set the department via the api/your custom script – see this command: departments.select.Sets the visitor’s default department for the current session.
Alternatively, you can user chat triggers, or a combination of Web Widget API and triggers to route chats accordingly.
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Hi, how about the brand assignment inside the ticket created from the live chat?
Every ticket created from the live chat are assigned with the default Brand.. how can i assign the right Support Brand for every different live chat that we offer for every brands we manage?
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Hi Riccardo Centomo,
Looking at your current Chat account setup with agent workspace enabled, you could set up a widget for multiple brands. Once a chat comes in from a widget with a specific brand, you should see the brand it is associated as a tag in the ticket. You can then use this tag to set the brand of the ticket via a trigger.
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Hi @Arianne Batiles
Thanks for the reply. I speak about live chat via web widget classic, not the chat via web widget.
We have created multiple Brand i out ZD account but though the web widget classic are linked to the relative ZD Brand, the ticket created from the live chat is created with the default ZD Brand and not with the associated Brand of the web widget classic.
We had to manage a trigger to change all the ticket Brand created from live chat to associate them to the right Brand..
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Hi Riccardo Centomo,
Yes, this is expected. In the chat ticket, since all (of the multibrand) classic Web Widgets share one Zendesk Chat account, the specific brand name is passed as a tag to Chat to display in the agent's chat window. See this article for reference. You are correct that a trigger is needed to change the brand of the ticket to the correct one.
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