Departments

With ProProfs you can direct chats to specific departments (for example, Sales or Support) in order to streamline help service.

Once you enable departments, a department drop-down list will appear in Visitor Chat Window (pre-chat form). This allows visitors to choose which department they want to chat with, resulting in a more streamlined approach.

If you don't want to display department in pre-chat form, you can also use the department specific live chat codes on different web pages of your website.

Here are the steps to add departments to your ProProfs Chat:

Step 1: Log in to your chat dashboard.

Step 2: From the header menu navigate to “Operators” -----> "Departments"

Step 3: Enable the department feature by switching the toggle button to “Yes.” Click the "Add Department" button to create a department.

Step 4: Fill out the form, select the visibility and click on “save”. (refer to the screenshot below)

Note* The departments will only be shown to visitors if the "Visibility" is switched to "Yes".

Step 5: To directly send chats to the specific departments copy the chat code of the department and place it under the ProProfs chat code on your website/webpage.

(i) Click "Show Code" button to access the department's chat code.

(ii) Copy the chat code (highlighted part in the below example).

Note* After enabling chats for departments, make sure the existing operators are assigned to a department. Otherwise, the operators will not be able to handle any chats.