Live Chat Departments
Use departments to group your agents, for example Sales and Support, so every chat reaches the right people.
Help your agents provide faster and more direct support.
Offer Better Support with Departments
Visitors choose a department in the pre-chat form, and the chat request goes only to the online agents of that department. If none of them is online, all your online agents see it, so no chat is left waiting.
Agents see the department the visitor selected right in the chat, and you can also preset the department from your own code with the JavaScript API, for example Sales on your pricing page.
Using the AI chatbot too? When a visitor picks a department and one of its agents is online, the bot stays silent and lets that agent answer. When nobody from the department is online, the AI chatbot answers, so no visitor is left waiting.