Chat departments

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You can create special chat departments for different parts of your company or areas of activity. For example, these can be something like “Logistics”, “Sales”, “Marketing”, or anything else, depending on your company structure. 

Once a customer opens a new chat, they will be able to select the specific department they wish to talk to. This will ensure their requests are handled promptly and efficiently.

How do I add new chat departments?

To add new chat departments, do the following:

Step 1: Go to Administration> Website widget> Channels> Chat> Chat departments 

Step 2: Create a new department, name it and assign it to a particular group of agents.

How you can add new chat departments in Paldesk

Image 1. Chat departments setup in the app

Once you have done this, your customers will be able to select the chat department they wish to contact. Here’s how messages are routed to your agents once you’ve set up chat departments: 

Paldesk chat departments

Image 2. How chat departments work in Paldesk

Once your customers open the chat window, they will be able to select the department they would like to contact. Next, they will be redirected to the relevant group and ultimately connected to an agent who can start handling their ticket. 

When adding Chat departments to your widget, keep in mind that incoming messages are no longer connected with the Chat channel you’re setting up. All new messages are assigned to the selected department and department settings apply. 

And that’s how chat departments work in Paldesk! If you come across any issues, reach out to us via live chat at or email us at We’ll be more than happy to help you set things up!

Chat departments was last modified: April 15th, 2021 by Marija Šakić
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