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Dividing live chat by group

by Jacob Firuta

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.

Group feature is available in Team and Enterprise plans.

Setup

To divide your team into groups, you need to follow those few simple steps:

  1. Log in and go to the Groups tab, in the Agents section.
  2. Next, click Add a group and name the new group, for example Marketing.
Adding new group
  1. Choose which agents should belong to this group and click Add a group.
Adding agents to a group
  1. 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:

  1. Log in and go to the Pre-chat survey section.
  2. Click on the More button.
More button in pre-chat survey section
  1. Add a field called Group-selection.
Adding group-selection to pre-chat survey
  1. Create a list entry for each department and name them correspondingly.
Editing group-selection in the pre-chat survey
  1. When you are done, click on Save changes to finalize the setup.
Saving group-selection in the pre-chat survey

Now your visitors will be able to choose a department at the beginning of each chat!

Your visitor will be connected with a member of the group selected in the pre-chat survey according to routing rules. But even if the chosen group has different settings than the one in which the chat has started, chat window look and language will not change. That’s because the settings loaded with a tracking code at the start cannot be force-refreshed after the survey is submitted.

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.

Picking a group from the list

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.

Saving theme changes for groups

Learn more about chat window customization from this article form our Knowledge Base.

It’s also possible to customize language settings per group. To do that, go to the Language section and pick the group you want to configure. You can customize the chat language per group, change welcome messages, window headers and widget texts. Remember to click on the Save changes button to finalize. For a more detailed description of the process, check out our chat window language tutorial.

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.

Offering separate chat sessions on different websites

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:

<script type="text/javascript">
	window.__lc = window.__lc || {};
	window.__lc.license = 1946330;
	window.__lc.chat_between_groups = false;

	(function() {
		var lc = document.createElement('script');
		lc.type = 'text/javascript';
		lc.async = true;
		lc.src = ('https:' == document.location.protocol ? 'https://' : 'http://') + 'cdn.livechatinc.com/tracking.js';
		var s = document.getElementsByTagName('script')[0]; s.parentNode.insertBefore(lc, s);
	})();
</script>

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.

You can improve your division-based live chat even further by creating department-specific canned responses. Learn how to create canned responses for groups.
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