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Hi, the documentation says that the template for $.customer.end has the field divisionId.

Under which cases does this appear. None of my testing has it appear at all

Any ideas?

Mike

It appears if the customer contact has divisionId defined in the conversation. Like external contact is identified and it has the divisionId set for contact.
I had a similar solving and had to open support ticket to understand the situation. Documentation on these could be a lot better.