Setting up shortcuts and departments to optimize agent efficiency

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  • Roman Ducarrouge

    Hey there,
    Is there a way to get just the first name of the visitor to include in a shortcut?
    none of the following seem to work:
    `{{visitor_first_name}}`, {{visitor.first_name}}`, `{{visitor_name}}` and `{{visitor_first}}` 

  • Nick Valderrama

    Are there any best practices for segmenting shortcuts by department? 

    Given that we have multiple brands within the same chat instance, its been a challenge to segment the shortcuts to only be available to the appropriate departments


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