In total we will have 3 departments:
Support will be the first point of contact so only support agents will receive initial chats, they will be the primary contact, and only after, if needed, chats will be escalated to the other 2 departments.
So my questions are:
1. How do we configure Zendesk chat to set "support" agents as the primary contact of chats
2. What happens if there is not available agents on the Fraud or compliance departments.
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