Creating and managing departments
By Shane Wall
Last Update 23 gün önce
Setting up departments helps direct the flow of traffic to where it needs to be. Departments are especially helpful for big teams, allowing you to make sure only the right agents answer visitors as they can be selected as an option in a pre-chat form.
Departments are also useful when assigning tickets. You can assign a ticket to a particular department which means everyone in the department will receive the email/notification.
By dividing agents into departments your agents aren't wasting time trying to answer questions they don't know the answer to or giving out the wrong answer because it's not their area of expertise.
To create a new department or make changes to an existing one, make your way to the Administration section of the Dashboard by clicking the cog in the bottom left corner then select Departments from the User Management list.
If you have multiple properties, make sure to check you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
In the Departments section, you'll see a list of all of the current departments with a quick overview of the name, description, members and whether it's in use. To make changes to an existing department, just click on it from the list to open the Edit Department window.
To make a new one select the green Add Department button in the top right corner.
This will open a new window where you can give a Name and Description to the newly created department. Keep in mind, while the Description will only be seen by you and agents in your Dashboard, the Name will be seen by visitors when they are prompted to select a Department.
Once you've decided on a name and given an appropriate description you just need to select the agents to add to the Department by checking the box next to their name and picture. The list of agents will be made up of all agents that have been added to the current property.
When you're done selecting the agent you want to add, make sure to hit the green Save button in the bottom right corner of the screen.
To give visitors an option to pick a department, you'll need to set up a Pre-chat form. To do this click the Chat Widget option under the Channels list in the Administration section.
Now click the Edit Content button under the Widget Content heading.
This will open a new window allowing you to make changes to the widgets greetings, change the overall content of the chat widget. Select Pre chat Form, make sure the green switch is on, meaning it is enabled, then click on the blue + Add department option.
This will add a new option to the Pre chat Form allowing visitors to make a choice from the enabled departments. You can make changes and get a look at how it will appear to visitors by checking the Content Editor on the right side of the window. If you want to make the selection of a department mandatory, click the Asterix. Grey is optional, red is mandatory.
Make sure to save the changes to the Pre chat Form by clicking the green Save button in the bottom right corner of the window.
With this all set up, when visitors enter the chat on your site, they will first see the Pre chat Form and be prompted to choose from one of your Departments before a chat is initiated.