How to differentiate the Internal vs External Name
This section contains essential information and usage guidelines for managing Internal and External Bot Names inside BotPenguin.
What is Internal vs External Bot Name?
BotPenguin allows you to maintain separate names for your website chatbot:
Internal Name – Used internally within your BotPenguin account for identification and management.
External Name – Displayed to visitors and users interacting with your website chatbot.
This separation helps teams manage bots efficiently while maintaining a customer-friendly bot identity.
When should you use this?
Use this feature when:
You want to organize and identify bots internally without affecting the visitor-facing bot name.
You need a different display name for website visitors than the name used by your team.
You are managing multiple bots and need clearer internal naming conventions.
Benefits of Internal vs External Bot Name
🏷️ Organize bots with meaningful internal names.
👥 Display customer-friendly bot names to website visitors.
🎯 Improve chatbot management when handling multiple bots.
🔄 Maintain consistent branding without affecting internal workflows.
🚀 Simplify bot identification across teams.
Expected Outcome
After setting this up:
Your website chatbot will have separate internal and external names.
Your team will see the internal name throughout BotPenguin.
Website visitors will see the external name configured in Chatbot Design.
💡 Tip: Use descriptive internal names for management purposes and branded external names for customer-facing interactions.
How to Use Internal vs External Bot Name
Log in to your BotPenguin account.
Open the rename option using either of the following methods:
Click the pencil icon available on the Home screen.
Navigate to "Chatbots", click the three-dot menu next to a website chatbot, and select "Edit Chatbot Name".
Enter the desired Internal Name for the website chatbot in the popup window.
If you also want to change the customer-facing bot name, click the link provided inside the popup to open "Chatbot Design".
Locate the first Bot Name text field and enter the desired External Name.
Click "Save Changes".
The external name will update for website visitors while the internal name will remain unchanged.
Best Practices
💡 Use descriptive internal names such as "Sales Bot - US Website" or "Support Bot - Main Site" to make bot management easier.
⚠️ Avoid using temporary or unclear names that may create confusion when managing multiple bots.
🚀 Keep external names aligned with your brand identity and customer communication strategy.
🎯 Establish a naming convention across your organization for consistency.
Troubleshooting
The external bot name did not change after updating it
Likely Cause: The changes were not saved.
Solution: Ensure you click "Save Changes" after updating the Bot Name field in the Chatbot Design section.
The internal name changed, but website visitors still see the old bot name
Likely Cause: Only the Internal Name was updated.
Solution: Internal and External Names are managed separately. Navigate to "Chatbot Design" and update the External Name.
I cannot find the option to change the External Name
Likely Cause: You are only editing the Internal Name.
Solution: Open "Edit Chatbot Name" and click the link provided inside the popup to access the "Chatbot Design" page.
The new External Name is not visible on my website
Likely Cause: The changes may not have been saved successfully.
Solution: Return to "Chatbot Design", verify the name, click "Save Changes", and refresh your website.
FAQs
What is the difference between the Internal Name and External Name?
The Internal Name is used inside BotPenguin for management purposes, while the External Name is displayed to website visitors interacting with the chatbot.
Does changing the Internal Name affect the chatbot shown on my website?
No. Changing the Internal Name only affects how the bot appears inside your BotPenguin account.
Where can I change the External Name of my website bot?
You can change the External Name from the "Chatbot Design" section by updating the Bot Name field and clicking "Save Changes".
Can the Internal Name and External Name be the same?
Yes. You can use the same value for both names if desired.
Do I need to republish my chatbot after changing the names?
No. The changes are applied once they are saved.
Can I use this feature for all chatbot types?
This documentation currently covers the Internal and External Name functionality for Website Chatbots.
Why would I want different Internal and External Names?
This is useful when teams require descriptive names for management while maintaining a customer-friendly or branded name for visitors.
Can I change the names multiple times?
Yes. Both the Internal Name and External Name can be updated whenever required.
Who can see the Internal Name?
The Internal Name is visible only within your BotPenguin account and is intended for administrative and management purposes.
Who can see the External Name?
The External Name is displayed to users and visitors interacting with your website chatbot.
Related Articles
Chatbot SettingsWebsite / Mobile app BotSupport
If you still have questions for our team, write to us at support@botpenguin.com. We’ll get back to you within 48 hours.
🎉 Completion
🎉 Congratulations, you have successfully configured separate Internal and External Names for your website chatbot. You're one step closer to mastering BotPenguin.
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