HELP FILE

Building Block: Departments

You can use Departments to group operators and distribute chats.

Where do I create departments?

We recommend creating and managing departments from the following location: From the main menu of the operator client, go to Setup > Account Setup > General > Departments.

How do departments relate to other BoldChat entities?

Departments can be associated with the following items:
  • Operators who are grouped in the department (operators can be in multiple departments)
  • Custom Chat Button (chats initiated from a button can be to routed to a specific department)
  • Custom Chat Window pre-chat form (visitors can select a department to facilitate routing to a specific department)
  • Chat Rules (when a chat triggers a rule, the chat is routed to a specific department)
  • Other departments as Rollover Departments

What is controlled by the department definition?

The department definition controls the following: