You can use departments in Zendesk Chat to filter chat requests to specific groups of agents. For example, you might want of your billing and payment questions to go to your Billing department, while troubleshooting questions should go to the Tech Support department.
When a chat is assigned to a certain department, the chat request appears only in the queues of agents in that department. Just as without departments, an agent must click Serve Request to respond to the chat. If no agents are available in the department initially routed to, the chat will be reassigned to other departments.
One way to assign a chat to a department is to list departments on the Pre-Chat form so visitors can select the department they want to chat with. For more information, see Setting up the Pre-Chat form. If you'd rather automatically send chats to a certain department based on the visitor's current page, tags, locale, or other information, you can do so using triggers.
To route chats automatically
- From the dashboard, go to Manage > Triggers.
- Click Create Trigger.
- Set up your trigger's conditions, then select the Set Visitor Department action and select a department. For example, if you want to automatically send chats from the pricing page to the Sales department, you might set your trigger up like the example below:
- Click Create Triggers.