Creating and managing departments
Organizing your agents into departments can help you streamline conversations, manage workload, and improve customer experience. In tawk.to, you can create departments for different business areas (such as sales, support, or billing) and assign agents accordingly.
What are Departments?
Departments allow you to group agents based on roles or responsibilities. This is useful when you have different teams handling specific types of inquiries.
You can add a Department option to the Pre-Chat Form, allowing visitors to be directed to specific departments when they start a chat.
Learn more here: Set up a Pre-Chat Form with the option to select a Department
How to create a Department
3. Click Administration on the top menu.
4. Click User Management in the left menu, and select Departments.
5. Click Add Department in the top-right corner.
6. Enter a Name for your department (e.g., Sales, Support) and add a brief Description. Then, select the agents you want to include in this department by checking the boxes next to their names.
7. Click Save. Your new department will be displayed on the Departments page.
Managing Departments
After creating a department, you can edit or delete it at any time.
Editing a Department
1. Click the department you want to change.
2. Update the department Name, Description, or assigned agents as needed. Then, click Update.
Deleting a Department
1. Check the checkbox next to the department. Then, click the Trash icon (Delete).
2. In the Delete Confirmation pop-up, choose the agent or department to which you would like to reassign the conversations of the department you are deleting. Then, click Delete.
Note: Deleting a department does not remove its associated agents from your property; it only removes the department itself.
Using Departments in Chat Routing
You can enable and customize the Pre-Chat Form to allow visitors to choose a department before starting a chat. This helps ensure that chats are routed to the right team from the start. Visitors will see a drop-down list of your departments when initiating a conversation.
To learn more about setting up the Pre-Chat Form with departments, see this guide: Set up a Pre-Chat Form with the option to select a Department
Transfer Chats Between Departments
Once you’ve set up departments, you can easily transfer chats to a group of team members instead of just one team member.
The conversation history stays intact, ensuring a smooth handover without interrupting the customer experience.
Learn more here: Transferring a chat
Assign Tickets to Departments
When creating or updating tickets, you can assign them to specific departments. This helps organize tasks and ensures the right team handles each request.
Learn more here: Assigning tickets
Additional considerations
Departments can improve reporting by allowing you to filter chats by department activity.
Agents can be added to multiple departments.
If visitors don’t select a department on the Pre-Chat Form, chats will be routed based on your default settings or triggers.
If you have feedback about this article, or if you need more help:
Click the green live chat icon
Schedule a call with us
Visit our community