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Department transfers

This article explains how to set up automatic chat transfers between departments.

Attributes definition​

Target Department for Unaccepted Chats​

Specifies the department to which a chat should be transferred if it remains unaccepted for a specific period.

Transfer Timeout (seconds)​

The duration a chat can remain in a pending state before being transferred to another department (minimum 5 seconds).

Immediate Transfer if No Online Operators?​

Enable immediate transfer to this department if the current department has no online operators.

Reset Assigned User on Transfer?​

If using auto-assignment, this option resets the assigned operator if they haven't accepted the chat within the specified time. This allows another operator's auto-assignment workflow to take over.

Treat as New Chat in Recipient Department?​

If enabled, the system will treat the transferred chat as a new chat in the recipient department.

Execute Unanswered Chat Logic in Recipient Department?​

If enabled, the system will treat the transferred chat as an unanswered chat and execute all unanswered chat logic in the recipient department.

Setting Up Automatic Chat Transfer​

This feature enables the implementation of various chat transfer workflows.

Prerequisites​

  • "Default" is the main department with online operators.
  • "Default" is the initial department with online operators.
  • The "Default" department has a defined transfer target if a chat is unaccepted.

Workflow Example​

  • A user requests a chat. If no operator in the "Default" department accepts the chat within 30 seconds (as configured in the "Default" department settings), the chat is transferred to the "Failover" department. A transfer message is also recorded.

Handling User Chat Closure​

  • If the user closes the chat, the workflow stops. To continue the workflow, a cron job must be set up.
  • php cron.php -s site_admin -c cron/transfer_workflow (more information)
  • The http://demo.livehelperchat.com/index.php/site_admin/chat/editchatconfig/run_departments_workflow variable must be configured. Setting it to 1 allows the cron job to continue the default workflow.