Include Department on Offline Widget

4 Comentarios

  • Jacob J Christensen
    Community Moderator

    If you are using Zopim with Zendesk, you should be able to use the Zendesk Web Widget form with a custom field (to select Department) to achieve this.

    0
  • Sergiu Birca
    Zendesk team member

    Hi Jason,

    You could also use the "add tag" option to route the offline messages to the right agent/department .

    As an example, you can do it in case if you know that the chats from a specific section of your website should be served by specific agents (skill based routing).

    Script example (pseudocode)

    // if the account is Offline and if the visitors visits an EN version of the website, add "en_offline_message" tag, else add "es_offline_message" (for spanish).

    <script>

    window.$zopim||(function(d,s){var z=$zopim=function(c){z._.push(c)},$=z.s=
    d.createElement(s),e=d.getElementsByTagName(s)[0];z.set=function(o){z.set.
    _.push(o)};z._=[];z.set._=[];$.async=!0;$.setAttribute('charset','utf-8');
    $.src='//v2.zopim.com/?2f45g9lAJtYwW4AUjkqJO0dfecV923ps';z.t=+new Date;$.
    type='text/javascript';e.parentNode.insertBefore($,e)})(document,'script');

    $zopim(function() {
    $zopim.livechat.setOnStatus(zopim_status);
    });


    function zopim_status(status) {
    if (status == 'offline') {
    if (window.location.href.indexOf("mycompany.com/en") != -1) {
    // EN language
    $zopim.livechat.addTags("zopim_offline_message_en");
    } else

    {
    // ES language
    $zopim.livechat.addTags("zopim_offline_message_es");
    }
    }
    }

    </script>

     

    Hope it helps.

    0
  • Cindy Euceda

    I have the same problem and test your solution but it doesn't work.

    0
  • Patti Handley

    We have the same use case and need to route our offline chats straight to the appropriate department (sales, support or billing). We need a solution to identify these departments if our teams are offline. We do not use the web widget at the moment. 

    0

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