Remembering Previous Department for Reconnected Chats
Is there a way to remember the previous department for a reconnected chat?
Currently, there is no API available to retrieve the department from a previous chat session in Zendesk. This means you cannot automatically reapply the same department when a visitor reconnects.
The workaround involves using theon chat:connectedAPI callback andupdateSettingsAPI to manually set a department, but this requires specifying a department in advance, as the previous department cannot be dynamically retrieved.
More related questions
Can I reapply a department after a chat visitor reconnects?
When a chat session times out and a visitor reconnects, the department from the previous session is not automatically reapplied. To address this, you can use theon chat:connectedAPI callback to detect the reconnection and then use the…
Why doesn't the department reapply automatically after a chat reconnect?
It's expected behavior in Zendesk for a new chat session not to automatically reapply the department after a visitor timeout. This is because the system treats each new chat request as a separate session, without retaining settings from the…
How can I set a department for a reconnected chat session?
To set a department for a reconnected chat session, you can use a custom script with theon chat:connectedAPI callback. This script detects when a visitor reconnects and uses theupdateSettingsAPI to assign the desired department. Here's a…
Can I use triggers to set departments for reconnected chats?
Unfortunately, you cannot use triggers to set departments for reconnected chat sessions in Zendesk. Triggers are not designed to re-fire when a visitor reconnects after a timeout. Instead, you need to use theon chat:connectedAPI callback and…
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