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: 1. A visitor is on website1 requesting a chat session which automatically routed to the operator servicing website1 2. A chat session started in the support section of your website is to be assigned(routed) to operators in the support department. 3. 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 (you can configure Pre-Chat department routing by clicking on "Account Setup"->"Customization"->"Pre-chat requirements")If your account services multiple websites or your website is sectioned by department you can apply department information to your visitors without using pre-chat window, so should the visitor start live chat session he/she will be automatically routed to the correct department:
In Admin Panel of your account click on "Account Setup"->"Departments" menu. On this screen you can setup departments for your account.
On the code generation page (Admin Panel → Chat System → Installation → HelpOut Tab/Live chat button) please choose a department from the drop down list. If you already have the code installed on your website, please follow the steps below for instructions on how to update the code:
If you would rather have your visitors select department to talk to please refer to this article: Pre Chat Dept Routing Article