The Departments feature is used on large and medium-sized company websites. This allows you to divide agents into different groups, so customers be able to select a suitable department before beginning a chat session. It’s a useful feature that saves staff time when there are more specific customer requests.
In addition, you get an opportunity to send a proactive invitation to visitors from agents with a specific department. It helps you to distribute workload among agents properly.
For example, let’s say that ten employees work in your company. Five — from the sales department, three — from technical support, and another two — from delivery service. So for all of the sales web-pages the proactive invitations may appear from sales managers, and for all web-pages of technical assistance and delivery — proactive invitations from technical support team and delivery agents accordingly. It is suitable!
How to enable
To set up the Departments feature follow these steps:
1.Open your admin panel.
2.Press the ‘Settings’ button under your web-site name.
3.Go to the Departments section.
4.Activate the ‘Choose department before chat’ slider button and click on the ‘Add department’ button.
5.Fill in the required ‘Department name’ field in the next window, select the appropriate agents, and then click the ‘Save’ button.
You are able to add as many departments as you need, assign the same agents to several departments and change all parameters at any moment.
If you select require visitors’ contacts ‘Before chat’ (at the ‘Contacts Form’ section) then the chat will be displayed as well as shown in the picture on the left. If you set the value to ‘During chat’ or ‘Disable’, then the departments will be shown like in the picture on the right.
How to enable proactive invitations for a department
For setting Proactive invitations for a department, go to the ‘Triggers’ section and select ‘Proactive Invitation on Every Page’ -> ‘Configure’ (this was created by default) or another rule with the similar configuration.
At the bottom of this form you should see a drop down list with the available departments that you can choose from. After saving your selection, the proactive invitation will work only from agents of this department.
At present, the ‘Departments’ feature works for the ‘Send a message to the visitor on behalf of an agent’ action.
Let’s say we need to show invitations from the sales department and delivery in accordance with their URL addresses:
Sales: http://www.example.com/sale Technical support: http://www.example.com/techsupp Delivery: http://www.example.com/delivery Move to ‘Departments’ section, create three groups ‘Sales’, ‘Technical support’ and ‘Delivery’ and assign suitable agents there.
Move to ‘Triggers’ section and create actions for ‘Sales’, ‘Technical support’ and ‘Delivery’ with the settings shown below:
The task is completed. Now proactive invitations will be shown from agents in within those departments.