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yze

New member

Registered: 2021-07-21

Posts: 1

Start Chat with Fallback Department when selected dept is offline

Hi,
In department settings, I have enabled "Transfer immediately to this department if current department has no online operators?" and selected a fallback department but when the department is offline, although the fallback department is online, the user is shown "Leave a message form" and can not start a chat.
Are there any other settings that I am missing for this functionality?
Thanks

PeopleInside

Administrator

From: Italy

Registered: 2014-04-10

Posts: 4,046

Website

Re: Start Chat with Fallback Department when selected dept is offline

Hi yze,
welcome on the live helper chat forum.

If you set department A to transfer chat to department B if no answer on A and A is offline but B is online, I think is normal chat cannot start on department A because is offline.

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remdex

Administrator

From: Lithuania

Registered: 2012-09-23

Posts: 3,661

Website

Re: Start Chat with Fallback Department when selected dept is offline

You can just setup online hours to have this department always online. but internally it will check does it have online operators.