Add Name to alerting tile

[Ewoud]

Hi,

When an Message alerts, the tile is showing me "No Name".
In my flow I ask for the name. When I have a name I would like to present it in the Alert tile so the Agents see at any time.

Any way on how to add the given name into the alert tile.

Thanks

[Gurwan_Duplenne]

Hello Ewoud,

To see name, use External Contact

About single customer view - Genesys Cloud Resource Center

Contact identification overview - Genesys Cloud Resource Center

hope it helps

[Ewoud]

Hi, I tried it, using my own name. However it did not give me a hit.
Besides that, I ask in the chat for a name and I would like to show that name to the agent answering.

Thanks

[Angelo_Cicchitto]

Hi @Ewoud the recommended approach is to update name in External Contact record, using corresponding APIs.
For now, we have restored a legacy chat feature that allows Agent UI to show the customer's name by updating a reserved Participant Data attribute named name: this will force Agent UI to show the name value.
Still, if the customer name is available in External Contact record, that will have higher precedence.