Let Customers Choose Chat Departments in Zendesk
Learn how to let customers select chat departments using Zendesk's pre-chat form or automatic routing based on criteria.
How can I let my customers choose who to chat with on Zendesk?
You can allow your customers to choose who they chat with by using the pre-chat form. This feature lets end users select a department, and their chat will be routed to the appropriate team based on their choice. For more details, check out the article: Enabling the pre-chat form on the Chat widget.
Additionally, you can set up automatic routing of chats to departments based on criteria like the visitor's current page, tags, locale, or other information. This ensures that chats are directed to the right team without manual intervention. For more information on this setup, see the article: Automatically routing chats to departments.
More related questions
What is the pre-chat form in Zendesk and how does it work?
The pre-chat form in Zendesk allows customers to select a department before starting a chat. This selection helps in routing the chat to the appropriate team automatically. By enabling the pre-chat form, you can streamline the chat process and…
Can I automatically route chats to specific departments in Zendesk?
Yes, you can automatically route chats to specific departments in Zendesk based on certain criteria. This includes the visitor's current page, tags, locale, or other information. Automatic routing helps ensure that chats are directed to the most…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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