I talk on behalf of a young start up with only 2 seats (woom.fr), We are using mainly triggers on the chat to catch attention of customer depending on where there are in the sale funnel.
The general widget is customized with a photo of Laetitia, colleague of mine. She is initiating all the triggers on the website with different questions.
We named our 2 seats "Laetitia" and "Laetitia Petitjean" for me and my colleague Valentin that are in charge of customer service.
The problem is that : When we join the chat as agent, it shows to the customer "Laetitia Petitjean join the chat" ... I want to delete this message to let the customer feel that from the initiation of the chat until the end, he feels like il was always Laetitia that took care of the problem
We would like to implement a "human" way of reaching the customer.
If it is your case too, vote up for this one.
Thank you very much
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