Customize the customer name display on the agent side

Web Messaging
1

Hi all,

Is it possible to customize the customer name display on the agent side when a customer calls a live agent?

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2

Hi AnNN2, from your screenshot, you should be able to customize this by saving/updating the customer's Contact record in GC.

3

hi @chad.hansen,

Thank you for your answer, but can you explain more or send me the documentation about this?

4

Hi @AnNN2,

This page has a list of related articles, but I think this one, Find, View, and link a contact may help you most.

5

Hi @chad.hansen,
I mean currently, it gets the user name from Message.Message.senderAddressInfo.name provided by third-party authentication (link)
But I want to customize the way it displays without update response from third-party.

6

In your screenshot, how did you update the name to show as "Customer Full Name"? If that name is retrieved via Authenticated Web Messaging from 3rd party IdP, then that is the name to display, you shouldn't be attempting to override it.

7

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