Setting Chat Department Before Chat Starts
How can I set the department for a chat before it starts?
You can set the department for a chat before it starts using several methods. The most common way is by using the trigger condition 'Set visitor department' to automatically route chats to specific departments. Additionally, if you have the pre-chat form enabled, visitors can select a department themselves when they initiate a chat.
For more advanced users, the Chat API can be used to set the department programmatically. However, it's important to note that the mobile SDK does not support chat triggers for setting departments, so this feature is only available through the Web Widget or Chat widget. For more details, you can refer to theZendesk help article.
More related questions
Can I change the department of a chat after it has started?
Once a chat has started, changing the department is a bit more complex. Triggers can no longer be used at this stage, but agents can manually reassign the chat to a different department. If you're using a bot, you can utilize the Conversations API…
Why can't I set chat departments using the mobile SDK?
The mobile SDK does not support the use of chat triggers to set departments. This limitation means that you can only set chat departments using the Web Widget or Chat widget. If you need to set departments for chats initiated through mobile,…
How can I set operating hours for a chat department?
To set operating hours for a chat department, navigate to the settings menu, then select 'hours' and 'operating hours'. From there, you can configure department schedules to ensure that chats are routed appropriately during business hours. If you…
What should I do if chat triggers aren't selecting the correct department?
If your chat triggers aren't selecting the correct department, it could be due to a misconfiguration in your script or trigger settings. Ensure that your script is correctly adding tags and that your triggers are set up to respond to those tags….
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