Preset the Widget on a specific Department

Departments are very useful to separate support actions into “domains” of competences.

These domains can be served by humans, chatbots, or in a hybrid fashion (mixing chatbots with human handoff). Tiledesk provides an easy way to handle departments.

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1. Create and configure departments

Go into the Departments section, create your departments and configure them to be served by chatbots, humans, or a hybrid setup.

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2. How departments appear to visitors

When the widget is opened on a test (or any) page, departments are shown to the guest whenever they start a new conversation.

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3. Skip department selection for a specific page

Problem: if you embed the widget on a page such as “Pricing”, you may want all conversations started from that page to go directly to the “Pricing” department without asking the visitor to choose a department.

Solution: modify the widget code on that page to preset the department ID so the widget skips the department selection and starts the conversation in the chosen department. Add this line to your widget configuration:

widget snippet (excerpt)

departmentID: 'ID-OF-DEPARTMENT'

Place the line where shown in the following screenshot of the widget configuration:

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4. Find the department ID

You can find the department ID in the URL of the “Modify Department” view (it appears in the browser address bar when editing a department). Example:

If the widget finds this property set, it will skip the department selection view and move the user directly into a conversation in the preset department.