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Routing traffic using the mobile SDK chat
Posted Jun 29, 2022
Hello!
As a background, we have Zendesk Chat integrated into our native app products via the Mobile SDK Channel. We also have different customer service departments to serve these chats from around the world and have tried to set some automatic triggers that separate customers by their location. For example, our customers from Kenya should be served by dedicated agents in Kenya. However, these Kenyan agents should not have access to chats from other locations.
This does not work at all for the native app customers and instead the in-built answer bot is deciding where customers go based on the answer to "which department would best answer your question?"
The problem is that if customers press "skip" from the options, they get diverted into the "No Department" group in Zendesk Chat. These chats are then auto assigned to agents from the wrong global location.
(In this exact example, customers from the UK are being routed to our team in Kenya just because the customer pressed skip)
We have also tried disabling the answer bot altogether from the SDK settings but this has had absolutely no effect.
Any help here would be greatly appreciated :) 
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5 comments
Official
Mick O'Donnell
Hi James,
I'd strongly recommend checking out our more recent solution, Zendesk Messaging, for this type of experience. We've rebuilt the SDKs from scratch. These are the supporting SDKs.
If you're keen to stay on the Chat SDK, it is still supported, and I'd recommend looking for the APIs for the Chat for setting Department values.
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James
Thanks for the reply Mick. We can't just release a new app update with SDK changes unfortunately since this needs an app-lead time (including development, testing and submission to the app store) - can take several weeks.
Are there no settings that we can apply either within Support or Chat that enable us to route customers to departments based on some values?
We have tried:
Also, can you comment on why disabling the answer bot doesn't actually disable the answer bot?
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Mick O'Donnell
We'd need our support team to help with this one, my expertise is more on the SDK side, I'm sorry. Do you mind opening a support ticket, and we'll get the right help for this question please?
There's a very simplistic client-side bot that still operates on the Chat SDK, even when the main Answer Bot is disabled. It's a confusing experience admittedly. You can customize the strings in the response, but I don't think there's a way to fully disable it. Long term, I'd strongly recommend the Zendesk SDK for Messaging.
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Gonzalo Hernandez
Hi James, Mick O'Donnell,
Did you find a useful solution for this issue?
We have being facing a similar one. We wonder if it is possible to set departments regarding the user country code or locale that is identify by the app. Make some "if" cycles that let us route our clients to the correct department regarding its country/language.
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James
Hey Gonzalo Hernandez! In short no, Zendesk offered no viable solution here and we're stuck with our customers being served by agents that aren't in the same department. Our "workaround" is that our agents are manually assigning tickets to a different department!!
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