An Omnichannel Department is a collection of rooms that can be configured based on a category as needed. These departments can be related directly to the various departments in your company.
When set, Live Chat conversations can be directed to a specific department.
{% hint style="info" %} A typical use case is when you have Live Chat conversations being initiated from different places or pages of your website, and you need them to be handled by different departments or groups of knowledge experts. You can assign an agent to a department. {% endhint %}
To access this menu, go to Administration > Omnichannel > Departments. Here, you can View, Create New, Edit, or Delete a department.
To create a new Omnichannel department:
- Click +New on the top right of the screen
- Fill in the required information and click Save.
- Enabled: Enables your new department.
- Name: Name of the new department.
- Description. An optional field that lets you set the department description
- Show on the registration page: Allow your visitor to have the option to choose the department they want to talk to. The option will appear to your customer in the Live Chat widget.
- Email: Forward your Omnichannel conversations to the email address of your choice during the hours you are offline.
- Show on offline page: A radio button if you want your department to show offline during off-business hours. If you enable it, it will appear in the widget.
- Send this department's Live Chat offline messages to a channel: Mention the name of the channel you want to direct the offline messages to.
- Request tag(s) before closing the conversation: Request your agent to set tags for the conversation for later searching purposes if you want.
- Conversation closing tags: You, as an administrator, can add some conversation tags for this department.
- Agents: Assign the agents to this department.
{% hint style="info" %} You can have the following behavior depending on how many departments you have created:
- No departments: All Live Chat agents will receive incoming chats using a round-robin rule.
- One department: All incoming chats will be offered to agents only in that department using a round-robin rule.
- More than one department: The visitor must choose what department he wants to talk to at registration. {% endhint %}
To edit an Omnichannel department,
- Click on the department.
- A panel is opened with all the current details of that department that can be modified. Update the department and click Save.
To delete an Omnichannel department, click on the delete icon by the right of the department name from the list.