Set Department after chat started

Answered

9 Comments

  • Ramin Shokrizadeh

    Hi there Rene,

    Thanks for reaching out about wanting to set a trigger up that would transfer the department after a certain period of time if the customer hasn't been served yet.

    Currently, using the "Set visitor department" or the zopim.livechat.departments.setVisitorDepartment only sets the department if the chat session hasn't started yet. It will not react to them both if a chat with another department has been initiated. They are mainly used to set departments before a chat has started based on a certain page (ex. set the department to Sales if they are on your pricing page)

    I do agree that there should be better queue management with the ability to transfer to other departments automatically if the selected department is too busy. Will share your feedback with the team and we will update you if/when we add some functionality that would resolve this problem for you.

    Sincerely,

    Ramin

    0
  • Rene de Haas

    Thanks for your reply. Let me know when you have a idea about when/or this feature will be implemented :)

    1
  • Karsten Jensen

    We're also very interested in this functionality!

    1
  • Joris

    +1

    1
  • Jonathan Jongkind

    +1 we need the ability to have chats routing to other departments if the chat request is not being served after X seconds. 

    1
  • Imbi Joy

    +1

    0
  • Heather R

    We'd like this also, especially since if the customer drops and restarts, for some reason the Department for the "new" chat is set to blank?

    0
  • Ramin Shokrizadeh

    Hi Heather,

    The department assignment is tied to the session, so when the session drops/restarts it will be viewed as a new session (without the department assignment).

    If you are using the Javascript APIs to set the department, you can use the setOnConnected API so it reapplies when the visitor reconnects: https://api.zopim.com/files/meshim/widget/controllers/LiveChatAPI-js.html#setOnConnected

    Thanks,
    Ramin

     

    0
  • Leo Droidcoder

    +1

    0

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