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Hide agent's name in messaging



Posted Jan 02, 2025

Hi everyone!

 

In this short post I want to ask and to share a challenge that we are facing at this time. We have a service strategy of following the sun, this pushes us to make permanent handover of tickets. For customers, knowing that 3-4 people are interacting with them become very confusion and sometimes even a reason for distrust and potential dsat likehood.

 

I wonder since we setup expectations since the begining “Hello, I am X and I am here to help you”, do we really need to have the agent names always visible in messaging conversations? 

 

I would love to “hide” it and to empower my team to introduce themselves when necessary, rather than be a fixed banner.

 

Does someone else have the same issue?


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1 comment

Hi Paulo, 

 

There's no way to hide the agents name in Messaging. However you could get every agent to setup the same Alias on their agent profile page with the same profile icon. 

 

When the agent responds to a Messaging conversation - the customer will just see the Alias name which is set, and not the agents full name on their profile. 

 

See - Adding an agent alias

 

Hope this helps. :)
 

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