To set a department for a reconnected chat session, you can use a custom script with theon chat:connected
API callback. This script detects when a visitor reconnects and uses theupdateSettings
API to assign the desired department.
Here's a basic example of how the script might look:
<script id="ze-snippet" src="https://static.zdassets.com/ekr/snippet.js?key=ACCOUNT_KEY"></script> <script type="text/javascript"> zE('webWidget:on', 'chat:connected', function() { zE('webWidget', 'updateSettings', { webWidget: { chat: { departments: { select: 'Shopping Cart' } } } }); }); </script>
This script sets the department to 'Shopping Cart' whenever a 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:connected
API callback to detect the reconnection and then use the…
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…
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:connected
API callback and…
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 the `on…