We used Zendesk Chat across multiple Zendesk brands (that represent entirely different product lines, so they operate completely separate).
We share the same instance of chat but divide the chats by automatically assigning departments (one per brand) based on the product website the user is on.
However, if someone from Department 1 is online, but no one from Department 2 is online, someone can still "live chat" Department 2 (rather than leave an offline message). The "live chat" is turned into an offline message for the department, which is great. What's not great is that I feel like this should be communicated to the customer on the message they get when they submit their chat. Below is the message as it looks like now. I would like it to be more clear that no one from that department is online right now and an agent will follow up by email, like it does when everyone is offline and it changes to "leave a message" (offline form). If we could customize the copy on this form, that would make a better customer experience.
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