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.
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:
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 paldesk.com or email us at firstname.lastname@example.org. We’ll be more than happy to help you set things up!