However, this is only partly working as expected. For example, when the agent is typing the customer is seeing it as 'edited agent' is typing, which is fine. But when the agent has send his message, then the bubble on the customer side is reading 'Agent' and not 'edited agent'.
And the same thing is happening when it's the customer who is typing / sending, on the agent view.
Where can I customise the term used for 'Agent' and 'Customer' ?
As far as I know, the name of the participant (what appears next to a "bubble" in the chat transcript) cannot be changed via localization.
In order to customize the term used for Agent (what appears in customer's widget side), you can/have to configure an agent alias at the user level.
I mean in "Admin - People & Permissions - People", select your user.
Then select the "Person Details" tab.
Add a new section - type "Agent".
You can then specify an agent alias in the "name" field.
This is what is explained in this Resource Center page - along with customizing the agent's image.
The section name just seem to have changed. It used to be "person_agent" - and it is now "Agent".
In order to customize the term used for "Customer" (both customer's widget side, and Genesys Desktop side for the agent), when the chat is created on widget side:
you must specify either firstname and/or lastname
or you can also use nickname (instead of firstname/lastname).
Note that you are not obliged to expose nickname in a Custom Chat Registration form. You can directly set it as userData (and pass the value you want to display).
Thank you Jérome for your recommandation. It does the trick.
Too bad you cannot alias the 'agent' name globally.
Another thing that bother me is regarding the emojis. Even when enabled, it only shows on the widget side but not on the agent client. Do you know if this is on the roadmap ?
I unfortunately don't know if it is on the roadmap.
I have just seen it has been updated on the Collaborate chat (internal) and in Message interaction. So it may be available only with the new/future web messaging (asynchronous chat - part of Message).
One last question I have is regarding the customisation of the Chat widget using the 'less' theme file.
We need to customise the bubbles colour but there's no reference to it in the less file.
One colleague found that we have to use '.cx-webchat.cx-theme-light .cx-message.cx-them .cx-bubble' but we didn't find a proper documentation describing that.
Do you know if there's a doc / page describing all that.
What I usually do, if I need to customize style for an element at a deeper level than what the less file does (the file on the link I gave), is to use Chrome Developer Tools - selecting the element and choosing Inspect. This way I see what class are assigned to the element (or in what higher element it is embedded). And then add an entry in my css file to target that element.