Department Routing

When a user needs to speak to a live agent, often it's about a specific query. If you have setup Departments in your instance you can use the topic of that query to route the conversation through to the most appropriate person in order to be able to help.

From the Settings page you will see an option for Takeovers. Clicking on this will show you the departments that have been set up and the Routing of each topic. Next to each topic you'll see a drop down box allowing you to specify a Department that will be used to hand this conversation over to.

Although the takeover routing will affect who the conversation is sent to first, this does not prevent the conversation from being picked up by others, or indeed transferred to another member of the team as appropriate.