We are looking for the option to initiate a chat with an internal team (for example Tier 2/ 2nd level support). We want this option to not be a 1:1 relationship but actually work as a chat queue where the chat will get answered by next available agent. Does this type of functionality exist today? As an FYI we are on Agent Workspace.
Hey there Carmen!
Technically, there is nothing stopping you from embedding your chat widget behind an agent only login, or on a page specifically for your agents. Then you could implement some type of routing that would route all of your agents to the proper agent to agent department. You would ideally set this up to reference a user tag, or the site URL the widget is on and then point it to the department desired. An example routing setup is available here Automatically Route Chats to Departments.
There is nothing that should prevent your agents from using the chat widget, as it should be available to them, you'll just want to ensure routing is correct to ensure the agents are routed to the proper place.
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