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As a livechat-operator, I don't want my agent's names to be exposed to the customer.
What's the issue?
While the email-address can be configured as hidden, the name appears in the header, in the messages and in the "is typing" notification.
Remark: While hiding the name from livechat visitors, agents shall of course be able to address their colleagues using their real names. Thus, changing all "real names" of the users to a common one is no option.
Implementation alternatives
Provide an alias which can be configured for each agent
Provide a common alias for all agents (may of the department, if configured)
Hide the name from all UI-places
Since livechat is supposed to create a human, direct channel, the ability to have an explicit name for each agent (which could of course be harmonized for all agents manually) is preferred.
The text was updated successfully, but these errors were encountered:
@renatobecker yup, that’s the implementation of the third option I mentioned 👍
Wdyt about an alias? It seems to be common that agents operate under an alias
@renatobecker yup, that’s the implementation of the third option I mentioned 👍
Wdyt about an alias? It seems to be common that agents operate under an alias
Yeah, the idea about providing an alias for Livechat Agents is something already planned, it's on our roadmap and it will be released in the short-term.
Motivation
As a livechat-operator, I don't want my agent's names to be exposed to the customer.
What's the issue?
While the email-address can be configured as hidden, the name appears in the header, in the messages and in the "is typing" notification.
Remark: While hiding the name from livechat visitors, agents shall of course be able to address their colleagues using their real names. Thus, changing all "real names" of the users to a common one is no option.
Implementation alternatives
Since livechat is supposed to create a human, direct channel, the ability to have an explicit name for each agent (which could of course be harmonized for all agents manually) is preferred.
The text was updated successfully, but these errors were encountered: