About Departments and Users/Agents permissions: We don´t understand the logic that Tawk.to own manual shows about departments, after all, the user selects in the pre-chat form, but their demand will be presented in the left corner of the logged in area for ALL online agents, even for those who know nothing about the subject.
We believe that, if a prechat has a field department to be filled, the demand should only be presented to agents in that department. After all, support agents are focused on specific sectors/demands in any company.
We don’t see such difficulty in implementing this, as it would just be an extra validation when presenting leads/final users.