A Help Desk Software wouldn't be complete without Department Routing functionality.
Department Routing is a function of live chat to route to a particular department in a company.
Here are some examples:
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a chat session started in the support section of your website is to be assigned(routed) to the operators in the support department.
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a pre-chat window asks a customer to select a department to connect to. Based on customer's selection a chat session is routed to the appropriate department
If you would like to configure your account's pre-chat window to enable department selection please call support at 866-567-9292 or
submit a ticket
If your website is sectioned by department you can apply department information to your visitors without using pre-chat screen:
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In administration panel of your account click on "Edit Departments" link. On this screen you can setup all departments which will be able to chat with your customers.
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After departments are setup please record the Dep # for each department in your company.
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Find the following parameter in ZaZaChat code installed on your site "&d=0&"
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Replace 0 with Dep # which should serve this particular live chat button installation on your website. So if you are installing ZaZaChat Live Chat button in a Billing section of your website you would replace 0 with 3633 number based on the example above. After this is done all customers visiting support section of your website will be placed in a supoprt department operators queue and should customer request a chat session it will be routed directly to the support department operators.
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For proper use of Department Routing feature of ZaZaChat Help Desk Software all operators under your account should set their "View" to "My Department Only" in the main operator panel. See image below:
It is important to note that ZaZaChat is also capable of enabling Department drop down list in Pre-Chat window to allow visitors to select a department to talk to. ZaZaChat specialist can help you set this functionality up for your account free of charge.