Multiple AI agents assigned to different pages or websites

Force the Tiledesk widget to start from a specific AI Agent using a Department ID.

By default, the widget loads using only the projectid. If your project contains multiple AI Agents, you can force the widget to start from a specific one by setting the departmentID of the Department linked to that AI Agent.

• Same website: use different AI Agents on different landing pages (same Project ID, different Department IDs).

• Different websites: use different AI Agents and different Projects (different Project IDs and Department IDs).

Steps

1

Create a Department for the AI Agent

• Go to Settings → Routing and Departments.

• Create a new Department and connect it to the AI Agent you want as the default experience.

• Copy the Department ID generated by Tiledesk.

2

Hide the Department (optional)

If you want the AI Agent to start in the background without showing that Department in the widget selector:

• In the Departments list, click the blue button Make invisible.

• The Department will be hidden from the widget menu, but it will still work when used in the installation snippet.

3

Install the widget with projectid and departmentID

Add this snippet on the pages where you want a specific AI Agent to be the default. Replace YOUR_PROJECT_ID and YOUR_DEPARTMENT_ID with your values.

widget snippet

<script type="application/javascript">
  window.tiledeskSettings = {
    projectid: "YOUR_PROJECT_ID",
    departmentID: "YOUR_DEPARTMENT_ID"
  };
  (function(d, s, id) {
    var w = window;
    var d = document;
    var i = function() { i.c(arguments); };
    i.q = [];
    i.c = function(args) { i.q.push(args); };
    w.Tiledesk = i;
    var js, fjs = d.getElementsByTagName(s)[0];
    if (d.getElementById(id)) return;
    js = d.createElement(s);
    js.id = id;
    js.async = true;
    js.src = "https://widget.tiledesk.com/v6/launch.js";
    fjs.parentNode.insertBefore(js, fjs);
  }(document, "script", "tiledesk-jssdk"));
</script>

Important: On a single page, load only one Tiledesk widget snippet to avoid conflicts.

Common scenarios

Scenario A: Different AI Agents on different landing pages (same website)

• Keep the same YOUR_PROJECT_ID.

• Use a different YOUR_DEPARTMENT_ID on each landing page.

• Result: each page opens a different AI Agent journey.

Scenario B: Different AI Agents on different websites

• Use the correct YOUR_PROJECT_ID for each website (each website can have its own Project).

• Set the related YOUR_DEPARTMENT_ID for the AI Agent you want as default on that website.

• Result: each website can have its own default AI Agent and configuration.

Alternative approaches

Option 1: Enable disabled Departments

If the Departments linked to your AI Agents are currently disabled, the widget may not be able to start the chat from a departmentID. In this case, enable the Departments you want to use and then keep using the departmentID in the snippet.

Note: If you enable more than one Department, on pages where you do not specify departmentID the widget can show a Department selection step, because multiple active Departments are available.

Option 2: Use participants instead of departmentID

If you prefer not to use departmentID, you can start the chat with a specific bot using the participants parameter. Set it to bot_<BOT_ID>.

participants example

window.tiledeskSettings = {
  projectid: "YOUR_PROJECT_ID",
  participants: "bot_YOUR_BOT_ID"
};

Crucial note for Option 2: With participants, the conversation is still assigned to the default Department, but it is managed directly by the selected bot.

Notes and limitations

• Widget design (colors, logo, launcher style) is shared inside the same Project. If you need different widget designs, use different Projects.

• If you hide a Department using Make invisible, users will not see it in the widget menu, but the widget can still start from it via departmentID.

Need help? Contact the Tiledesk team.