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Change Department Action

Change Department is one of the actions in Pingstreams Design Studio that enables you to move from one department to another in a conversation.

Why Use Change Department?

Section titled “Why Use Change Department?”

Imagine having different departments specified for support, sales, after-sales, etc. You can create a bot for each of these departments and, based on the user’s inquiries, activate the proper bot and department.

With this strategy, you will achieve first contact resolution as the appropriate bot will be assigned to the user’s request. Additionally, you can ensure that sales-oriented inquiries are not directed to the support team and vice versa.

Prerequisites

Section titled “Prerequisites”

If you haven’t created your departments yet, you can use this tutorial to create different departments for different purposes.

Embedding Change Department in Conversations

Section titled “Embedding Change Department in Conversations”

Step 1: Access Design Studio

Section titled “Step 1: Access Design Studio”

First, navigate to the Pingstreams dashboard and then to the Design Studio.

Step 2: Add the Action

Section titled “Step 2: Add the Action”

The Change Department action is located among the Special actions in the left-side menu.

Drop it onto the canvas as shown in the image below:

Change Department Action

Step 3: Configure the Department

Section titled “Step 3: Configure the Department”

Then, from the “Talk with the Sales Team” button, continue the conversation to the Change Department action. By clicking on the block, the right-side menu will appear, allowing you to choose the proper department:

Department Configuration

Benefits of Department Routing

Section titled “Benefits of Department Routing”

Specialized Support

Section titled “Specialized Support”

Direct customers to teams with the right expertise for their specific needs.

Improved Efficiency

Section titled “Improved Efficiency”

Reduce resolution time by connecting users with the most appropriate department immediately.

Better Customer Experience

Section titled “Better Customer Experience”

Ensure customers get relevant help without being transferred multiple times.

Resource Optimization

Section titled “Resource Optimization”

Balance workload across different departments and teams.

Common Use Cases

Section titled “Common Use Cases”

Sales vs Support Routing

Section titled “Sales vs Support Routing”

Route product inquiries to sales and technical issues to support teams.

Billing Department

Section titled “Billing Department”

Direct billing questions to specialized financial support teams.

Technical Support Levels

Section titled “Technical Support Levels”

Route simple issues to Level 1 support and complex issues to Level 2.

Regional Support

Section titled “Regional Support”

Route customers to region-specific support teams based on location.

Product-Specific Teams

Section titled “Product-Specific Teams”

Direct users to teams specialized in specific products or services.

Best Practices

Section titled “Best Practices”

1. Clear Department Definitions

Section titled “1. Clear Department Definitions”

Ensure each department has well-defined responsibilities and expertise areas.

2. Intelligent Routing Logic

Section titled “2. Intelligent Routing Logic”

Use conditions or user input to automatically determine the best department.

3. Fallback Options

Section titled “3. Fallback Options”

Always have a default department for unclear or edge cases.

4. User Communication

Section titled “4. User Communication”

Clearly communicate to users when they’re being routed to a different department.

5. Department Availability

Section titled “5. Department Availability”

Consider department hours and availability when routing conversations.

Integration with Other Actions

Section titled “Integration with Other Actions”

The Change Department action works effectively with:

Condition Actions

Section titled “Condition Actions”

Use conditions to automatically route based on user input or attributes:

If userIntent = "billing" → Route to Billing Department
If userIntent = "technical" → Route to Technical Support
If userIntent = "sales" → Route to Sales Department

If Online Agent

Section titled “If Online Agent”

Check if agents are available in the target department before routing.

Capture User Reply

Section titled “Capture User Reply”

Collect user input to determine the appropriate department.

Reply Actions

Section titled “Reply Actions”

Inform users about the department change and set expectations.

Advanced Implementation Examples

Section titled “Advanced Implementation Examples”

Intent-Based Routing

Section titled “Intent-Based Routing”
User Input → Intent Detection → Department Selection → Route

Escalation Flow

Section titled “Escalation Flow”
Level 1 Support → Issue Complexity Check → Route to Specialized Department

Multi-Language Support

Section titled “Multi-Language Support”
Language Detection → Route to Language-Specific Department

VIP Customer Routing

Section titled “VIP Customer Routing”
Customer Tier Check → Route to Premium Support Department

Setting Up Department Hierarchy

Section titled “Setting Up Department Hierarchy”

Primary Departments

Section titled “Primary Departments”
  • Sales
  • Support
  • Billing
  • Technical

Specialized Sub-Departments

Section titled “Specialized Sub-Departments”
  • Sales → Enterprise Sales, SMB Sales
  • Support → Level 1, Level 2, Level 3
  • Technical → Hardware Support, Software Support

Monitoring Department Performance

Section titled “Monitoring Department Performance”

Track key metrics for each department:

  • Response times
  • Resolution rates
  • Customer satisfaction
  • Queue lengths
  • Agent availability

Troubleshooting Common Issues

Section titled “Troubleshooting Common Issues”

Users Routed to Wrong Department

Section titled “Users Routed to Wrong Department”
  • Review routing logic and conditions
  • Update intent recognition
  • Provide clearer user options

Department Unavailability

Section titled “Department Unavailability”
  • Implement fallback departments
  • Set up proper offline messaging
  • Consider cross-training agents

Long Wait Times

Section titled “Long Wait Times”
  • Balance workload distribution
  • Optimize staffing schedules
  • Implement queue management

The Change Department action is essential for creating efficient, specialized customer support experiences in Pingstreams, ensuring that each customer inquiry reaches the most qualified team for resolution.

For assistance with department setup or advanced routing configurations, contact our support team or explore our comprehensive Pingstreams documentation.