I asked to the chat owner to check your post for a suggestion.
You can maybe want override templates
but before this let's wait for a suggestion from the chat owner.
"At the moment department is overloaded, please choose a different department or try again later!"
Message that appears to the user when trying to chat
"Maximum pending chats, if this limit is reached department becomes offline automatically (Group limit - 0)"
right?
]]>You can set the max pending chat in the department settings.
Let me know if this help.
]]>