Add first name shortcut in chat



Posted Aug 27, 2020

Currently, there is only a shortcut to add the visitor's full name in chat. Please add a shortcut that only pulls the first name of the visitor in chat.

This will help us when we are creating introduction macros when a new visitor joins chat. The current workaround is to insert the full name and then delete the last name manually each time.

The first name feature does exist in the Support module, but not Chat.


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19 comments

Another issue here is that this placeholder ignores the alias set by agents, and pulls in their internal name as set on their ZD user record. Undermining the whole point of external-facing aliases! Is there a fix for that for the many of us still using live chat?

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+1! Not having the option to add only the visitor's or the agent's first name is indeed frustrating, and I agree with all the comments above. It's sad to hear that this won't be considered!

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 Hi David,
Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

We are no longer planning to evolve chat shortcut functionality but at the same time macros can be used for both chat and messaging conversations and macros already support first name capability. Do note we have also done some optimisation on invoking macros like shortcuts using "/" that will help agents respond faster. 

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+1

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+1

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I could use this, not only for the customer first name, but also the agent first name.

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+1

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+1 here too! 

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+1

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+1

 

We also would like to have placeholder for Agent First name, not full names

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