Can we assign a chat to specific department?

Archived Julia Grech ● ago

Like for example this chat to be assign to Customer services or Sales department.

I know there is the option of assigning it to a Agent but in practice we need to assign it to a department

Second requirement is to have a way that the chat can distribute unassigned chats to the online available chat operators (by department)

So chats only for Customer service can be assigned to customer services and chat only assigned for sales can be distributed to sales chat operators

Thanks

Replies (2)

Liza Filipovich ●

Hi, Julia,

we'll take your requirements into consideration in order to make our Live Chat more suitable for your company workflow.

Thank you for sharing the ideas with us.

Liza Filipovich ●

Hi Julia,

It seems that now we have all the required options in UseResponse to meet your needs.

First, you can set up Business Hours to specify the agents' working hours.

After that, you can build automation rules with smart assignments or even more complex response flow via Chatbot to assign chat conversations to dedicated teams and assign chats between online agents in the team.

Best,

Liza