Ewoud | 2023-05-09 06:28:12 UTC | #1
Hi,
When an Message alerts, the tile is showing me "No Name". In my flow I ask for the name. When I have a name I would like to present it in the Alert tile so the Agents see at any time.
Any way on how to add the given name into the alert tile.
Thanks
Gurwan_Duplenne | 2023-05-09 06:58:31 UTC | #2
Hello Ewoud,
To see name, use External Contact https://help.mypurecloud.com/articles/about-single-customer-view/ https://help.mypurecloud.com/articles/contact-verification-overview/
hope it helps
Ewoud | 2023-05-09 11:29:47 UTC | #3
Hi, I tried it, using my own name. However it did not give me a hit. Besides that, I ask in the chat for a name and I would like to show that name to the agent answering.
Thanks
Angelo_Cicchitto | 2023-05-09 11:50:22 UTC | #4
Hi @Ewoud the recommended approach is to update name in External Contact record, using corresponding APIs. For now, we have restored a legacy chat feature that allows Agent UI to show the customer's name by updating a reserved Participant Data attribute named name: this will force Agent UI to show the name value. Still, if the customer name is available in External Contact record, that will have higher precedence.
system | 2023-06-08 11:51:14 UTC | #5
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