Departments Overview

Departments are groups of agents you can create to provide better support to your visitors. This feature can be very helpful, especially if the number of your agents is growing significantly.

With departments, you can ensure that every chat is forwarded to the right agent.

How Can I Use Departments?

Suppose you have three different departments in your business: sales, tech support, and logistics.

When a visitor arrives at your website with a question, you want to forward this chat to the correct department.

How to Create a New Department

To define a department:

1. Go to the "Settings" page.
2. Select "Departments"
3. Click the "+ Department" button

How to Edit and Save a New Department

To define a department:

1. In the new department window, enter the "Department Name".
2. Specify which agent belongs to this department.

How to Edit Chat Widget for Department Use

To edit the chat widget:

1. Go to the "Settings" page.
2. Select the tab "Widget" > "Pre-Chat Form".
3. Switch on "Use Departments".

Chat Widget with Departments (What Visitors See)