Plan requirement
| Subscription | Any plan |
| Access | Admin |
Yes, and it is usually the right call. Asking visitors to choose a department asks them to know your organisation.
How
Remove the department field from the pre-chat form in the chat widget settings. Conversations then go to the default routing rather than to a chosen department.
Why hiding it is usually better
A visitor who does not know which department handles their question guesses, and a wrong guess means a transfer, a repeated explanation, and a worse conversation than if you had routed it yourself.
Departments named after your internal structure make this worse. "Tier 2" means nothing to somebody outside your company.
When to keep it
When the choice is genuinely obvious to the customer and materially changes who should answer. Sales or support is usually obvious. Anything finer rarely is.
If you keep it, name them as problems
"Something is broken" and "Question about a bill" work. "Operations" and "Tier 2" do not, however accurate they are internally.
Comments
0 comments
Article is closed for comments.