Plan requirement
| Subscription | Any plan |
| Access | Admin |
Chats reaching the wrong department has four causes, and agent availability is the usual one.
Symptoms
- Chats arriving with the wrong team.
- A department that receives nothing.
- Visitors choosing a department and reaching somebody else.
Resolution steps
1. Nobody in that department is available
The most common cause. A department with no available agent cannot receive, so the chat falls elsewhere. Check who is in it and whether they are online for chat specifically.
2. An agent is in several departments
Then they receive from all of them, which looks like routing ignoring the choice. Check memberships rather than the routing rules.
3. The department is not offered on the form
A department that exists but is not on the pre-chat form is never chosen, so everything defaults elsewhere.
4. Operating hours differ
Departments have their own hours. One that is outside its hours does not receive, even with agents online.
Check availability first
The chat dashboard shows who is available per department. That answers the first two causes at a glance, and they account for most cases.
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