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Bot Builder: Ask For Details Tag

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Hayley

Posted Oct 26, 2023

When using 'Ask for Details' on Bot builder is there a way to tag the form so it can be routed to our correct internal queues?

I see an option for this on the 'Transfer to Agent' but not 'Ask for Details' and we would ideally like specific forms based on each answer flow.

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    Arianne Batiles

    Zendesk Customer Care

    Hi Hayley, 

    You may create a custom drop-down field for the form and add it under Ask for Details step that the customers can fill in. Since a ticket field value has a tag associated to it, the value selected will have the corresponding tag added on to the ticket. 

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