The Chat widget has a display title and byline which are only shown to end-users upon opening up a new chat window. Once the chat has started, the display title is replaced with the name of the agent taking the chat and the byline is replaced with their tagline.
The tagline is a customizable description, similar to a signature or title, that can be edited under each agent's personal settings.
The default tagline for all Chat agents is "Customer support."
Each agent can modify their tagline under Settings > Personal > Profile > Tagline.