Add New Chat Department

    This is how to add a new department



    Department Name    * example: Customer Support, Order Status, Tech Support
    Department Email    * department “leave a message” offline messages are sent to this email address
    Chat Routing Type
     Defined Order: Can be set at the “Defined Order” portion of Assign Operator to Department area
     Round-Robin: Operator who has not accepted a chat for the longest time will receive the new chat request.
     Simultaneous: All operators receive the chat request at the same time
    Chat Routing Time
    If an operator does not accept the chat request within , route the chat request to the next available online operator.
    The chat request will automatically route to the “Leave a message” if an operator does not accept the chat request within 30 min. The purpose of the automatic feature is to allow the visitor to take action and “Leave a message” during extensive delay while connecting to an operator. It is suggested to keep the chat routing time to 1 minute or lower if you are projecting 5+ department operators online at the same time.
    Chat Routing Loop Route the chat request to all online operators  times (Simultaneous routing type will always route only once)
    Visible for Selection When the visitor requests chat, choose whether to display this department on the department selection dropdown menu.  Yes No

    If selecting “No”, the only method visitors can reach this department is by transfer chat or department specific HTML Code.
    Share Transcripts Should chat transcripts be shared between all operators of this department?  Yes, share  No, keep private

    Setting “No” will set the transcripts to be visible only to the chat operator that accepted the chat request.
    Chat Timer Display A continuous incrementing clock style chat duration timer that can be displayed on the chat window.  Yes, display  No, don’t display
     Visitor File Upload Allow visitors to upload files during a chat session?

     For operators, file upload setting can be set for each operator at the Operators area.
    Offline Messages
    Automatically delete saved offline messages greater then
     1 month
     3 months
     6 months
     1 year
     do not delete
    Chat Theme  • view



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