Hi can i ask if it possible for us to add a custom drop down list like
there's a four categories:
2. Fees and Payment
then there's a department:
we want something like this...
if the client choose Emergency, Fees and Payment and Others...
it will automatically assigned to Department A's agents and when they choose IT it will assigned to Department B's agents...
then when it comes to reporting in analytics...
we can saw All there reports of Department A and we can divide it on how many chats does Emergency have, same goes to Fees and Payment and Others... so basically there's an overall chats for this 3 categories..
then on Department B... we can see the overall chats on IT category...