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  • 1.  Ability to change caller ID in SMS Digital Interactions

    Posted 07-11-2025 02:37
    No replies, thread closed.

    Hi there,

    I'm looking to see if there is a way that the caller number for SMS can be changed/masked on SMS channels.

    I'm aware in message flows you can Set Participant Data of "name" to whatever you like, in this instance, Customer.

    However, is there an avenue to change the number in the transcript and working area of the interaction?

    Thanks


    #DigitalChannels

    ------------------------------
    Joshua Civitareale
    Solution Consultant
    ------------------------------


  • 2.  RE: Ability to change caller ID in SMS Digital Interactions
    Best Answer

    Posted 07-11-2025 07:37
    No replies, thread closed.

    Hello Joshua, 

    For SMS channels I dont think what you are looking for is currently possible. I would recommend opening an Idea in our ideas portal. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Ability to change caller ID in SMS Digital Interactions

    Posted 07-14-2025 21:26
    No replies, thread closed.

    Hi Joshua,

    Where you have changed the display to "Customer", Is the Participant Data attribute that you set called name?

    I have been looking for a way to change the webmessenger customer from "No name" to  their name as set in an attribute pair when the conversation starts.

    If so I'll be able to set Participant Data name to "John Smith".

    Thanks.



    ------------------------------
    Richard Presling
    CX Implementation Engineer
    New Zealand / Australia
    ------------------------------



  • 4.  RE: Ability to change caller ID in SMS Digital Interactions

    Posted 07-24-2025 00:57
    No replies, thread closed.

    Hey Richard,

    Yep - setting it to "name" will be present it on the UI so if you set participant data = name to value of John Smith - that's what will show.

    It helps when you have a bot collecting information about customers and you want a way to present it to agents.

    Thanks,



    ------------------------------
    Joshua Civitareale
    Solution Consultant
    ------------------------------

    Original Message


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