Departments

Customer context: A customer wants to learn how to create a new department in LiveAgent. Customer: How can I create a new department in my LiveAgent account? Answer: To create a new department in LiveAgent, go to Configuration > Departments section in your LiveAgent panel. For more information, please refer to this article: https://support.liveagent.com/420769-Departments.

Customer context: A customer wants to know if they can control which agents manage different groups of customers in LiveAgent. Customer: Can I set which agents can manage each group of customers? Answer: Yes, you are able to create specific departments for each group. First, you need to set up a rule that is going to transfer all of the tickets from a certain customer group to a specific department and allocate agents to them accordingly based on the department.

Customer context: A customer is experiencing issues with department status showing as Offline in the LiveAgent Dashboard. Customer: Why are some departments showing as Offline in the Dashboard? Answer: The Offline status indicates that there are no agents with active availability for tickets, chats, or calls in that department. To resolve this issue, turn on agents for tickets, chats, or calls in the department via their profiles or department settings.

Customer context: A customer wants to know how to make a department available only to specific agents in LiveAgent. Customer: How to make a department available only to specific agents? Answer: To make a department available only to specific agents, edit the agent and click the "Departments" tab. In this section, enable or disable the departments for the particular agent as needed. Also, make sure to disable the "Allow user change status in department" option. Repeat this process for each agen...

Customer context: The customer wants to know if it's possible to automatically assign one email to two separate departments in LiveAgent. Customer: How can I assign one email to two different departments automatically? Answer: In LiveAgent, one email creates one ticket which is then assigned to one department. To achieve your desired outcome, the sender can send the same email to two different department-specific email addresses. LiveAgent will then automatically assign the emails to their res...