DMKT

We've had the same issue as Joey & Pat, and recently our chat visitors started being randomly assigned to the wrong department despite our logs showing no sign of errors. This is really driving us crazy and the support has been less than helpful since "custom APIs are not supported". We rout our customers by IP and sort them into region departments, however there has been at least 5~10 cases a day that are all routed to a certain department which has usually less than 2 cases a day. I wonder if anyone out there has encountered similar issues and can guide us in the right direction. About 10% of the cases are routed to the wrong department.

We also use the older https://api.zopim.com/files/meshim/widget/controllers/liveChatAPI/Departments-js.html API in our code.