Dividing live chat by group
Groups are very useful if you have multiple departments handling different cases, such as Sales and Support. Dividing your LiveChat by group can significantly shorten the time needed to reach the right agent. Routing customers to the right group of agents at the chat start shortens resolution time and reduces annoying transfers.
To divide your team into groups, you need to follow those few simple steps:
- Log in and go to the Groups tab, in the Agents section.
- Next, click Add a group and name the new group, for example Marketing.
- Choose which agents should belong to this group and click Add a group.
- In the same way, add other groups for your departments.
You can create as many groups as you wish. Also, you can assign an agent to multiple groups.
Assigning groups to websites
You can assign different group to each page or subpage if you are using LiveChat on multiple websites. This way, you will be able to assign specific agents to specific websites and manage them using one LiveChat license.
Read our LiveChat for multiple websites tutorial to learn more.
Adding group selection to pre-chat survey
You can add a group selection to your pre-chat survey to let customers choose the right department on the chat start. To do that, follow these steps:
- Log in and go to the Pre-chat survey section.
- Click on the More button.
- Add a field called Group-selection.
- Create a list entry for each department and name them correspondingly.
- When you are done, click on Save changes to finalize the setup.
Now your visitors will be able to choose a department at the beginning of each chat!
Custom themes for groups
Using the group feature, you can customize your chat widgets to match the look and feel of multiple websites.
To style the widget per group, go to the Theme section and select a group by clicking on the pick a group link.
Using this feature, you can play with the window design, add logos, change colors and add custom CSS styles to chosen groups.
Change the settings as you see fit and click on the Save changes button when you are done.
Learn more about chat window customization from this article form our Knowledge Base.
Separate chat sessions for different websites
When using LiveChat on multiple websites, you might want to offer a separate chat option for each of those websites. For example, if you have several e-commerce websites offering similar products, you’d want to offer separate chat sessions on each site.
By default, if you are running chats on several websites and a visitor opens a chat on multiple of those sites, he or she will get the same chat (the same chat session). You can change that by adding the following line of code to your LiveChat tracking code:
window.__lc.chat_between_groups = false;
When you add this piece of code, a visitor who visits several of your websites will be able to start several separate chats instead of getting the same conversation on each site.
Here’s an example LiveChat tracking code with this line added:
You can also use this method if you want to split the communication with particular departments. For example, when somebody starts a chat with your support and then another chat with your sales, you can have two separate conversations with the customer instead of answering ‘sales’ questions in the ‘support’ conversation.