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.

  • 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).


    window.$zopim||(function(d,s){var z=$zopim=function(c){z._.push(c)},$=z.s=
    $.src='//';z.t=+new Date;$.

    $zopim(function() {

    function zopim_status(status) {
    if (status == 'offline') {
    if (window.location.href.indexOf("") != -1) {
    // EN language
    } else

    // ES language



    Hope it helps.

  • Cindy Euceda

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

  • 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. 


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