Account Settings- Departments
Departments will help you to divide the support team into different segment & will make it easy to transfer the chat to a particular department.
You can select the agent to a particular department, so if there will be any Chat from the customer end it will be directly assigned to that particular department which will help to avoid the duplication and customer will be directed to the department they are willing to have a conversation.
It is very easy to create a department. Just need to enter the Department name & Select status of a department you want (Active/Disable) & Save it. Created department option will be seen while creating any new agent so that you can directly select the department of the agent.
When you create departments, it would be shown to a visitor as in which department they want to initiate a chat. For enabling this, just go to chatform>Online form and make it required to ask for a department.