"Group/Department" names should be different for internal vs. customers



  • Prakruti Hindia
    Zendesk Product Manager

    Hi Trevor, 

    Thank you for writing in. There should be a way to differentiate between the options presented to the customers and group / department responsible for handling the request. If you are using live chat, it can be done using Web SDK

    We have considered this while building messaging and flow builder. Flow builder allows admins to create no-code bot flows. As part of it, a business can capture nature of the issue and other information to triage conversations to the right group of agents

    - Prakruti




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