Hi Everyone, 

We are currently using unauthenticated web messaging. As part of our bot flow, we collect the user's name and email address. Before transferring the chat to an agent, we would like to display the customer's name (collected during the flow) in the chat window.

To achieve this, I attempted to set the following values within the flow:

• Message.Message.senderAddressInfo.name = Flow.firstname
• Message.Message.senderAddressInfo.email = Flow.customeremail

However, this resulted in a system error.

I've attached a screenshot showing that the customer's name is being displayed as "No Name" or "Participant." Could you please advise on the correct approach to achieve this?

Thank you for your assistance!

Hi - there are two ways to solve this:

1. Recommended way > within your Bot + Inbound Message Flow you can use Data Action and leverage External Contacts APIs to create/update contact record with name & email address: this way the Agent UI will automatically adjust with identifiers found on the corresponding External Contact Record. This will also improve Agent's efficiency as the contact record will be already there upon answer.
2. You could update a reserved Participant Data key named name with the value you need: you can pass this from the Messenger client as Custom Attribute, or update this value from within your Architect Flow. Downside is that scope is limited to interaction and some Agent UI labels only.

Hi Everyone, 

We are currently using unauthenticated web messaging. As part of our bot flow, we collect the user's name and email address. Before transferring the chat to an agent, we would like to display the customer's name (collected during the flow) in the chat window.

To achieve this, I attempted to set the following values within the flow:

• Message.Message.senderAddressInfo.name = Flow.firstname
• Message.Message.senderAddressInfo.email = Flow.customeremail

However, this resulted in a system error.

I've attached a screenshot showing that the customer's name is being displayed as "No Name" or "Participant." Could you please advise on the correct approach to achieve this?

Thank you for your assistance!

Hi Angelo,

In Option 1 (the recommended approach), after the External Contact is created using the API, does the agent still need to manually search for and select the contact in the contact widget, or is there an automatic mechanism to map the contact?

Hi - there are two ways to solve this:

1. Recommended way > within your Bot + Inbound Message Flow you can use Data Action and leverage External Contacts APIs to create/update contact record with name & email address: this way the Agent UI will automatically adjust with identifiers found on the corresponding External Contact Record. This will also improve Agent's efficiency as the contact record will be already there upon answer.
2. You could update a reserved Participant Data key named name with the value you need: you can pass this from the Messenger client as Custom Attribute, or update this value from within your Architect Flow. Downside is that scope is limited to interaction and some Agent UI labels only.

Hi Everyone, 

We are currently using unauthenticated web messaging. As part of our bot flow, we collect the user's name and email address. Before transferring the chat to an agent, we would like to display the customer's name (collected during the flow) in the chat window.

To achieve this, I attempted to set the following values within the flow:

• Message.Message.senderAddressInfo.name = Flow.firstname
• Message.Message.senderAddressInfo.email = Flow.customeremail

However, this resulted in a system error.

I've attached a screenshot showing that the customer's name is being displayed as "No Name" or "Participant." Could you please advise on the correct approach to achieve this?

Thank you for your assistance!

Once the interaction (with updated contact) is answered, the Agent UI will automatically show the corresponding identified contact.

Hi Angelo,

In Option 1 (the recommended approach), after the External Contact is created using the API, does the agent still need to manually search for and select the contact in the contact widget, or is there an automatic mechanism to map the contact?

Hi - there are two ways to solve this:

1. Recommended way > within your Bot + Inbound Message Flow you can use Data Action and leverage External Contacts APIs to create/update contact record with name & email address: this way the Agent UI will automatically adjust with identifiers found on the corresponding External Contact Record. This will also improve Agent's efficiency as the contact record will be already there upon answer.
2. You could update a reserved Participant Data key named name with the value you need: you can pass this from the Messenger client as Custom Attribute, or update this value from within your Architect Flow. Downside is that scope is limited to interaction and some Agent UI labels only.

Hi Everyone, 

We are currently using unauthenticated web messaging. As part of our bot flow, we collect the user's name and email address. Before transferring the chat to an agent, we would like to display the customer's name (collected during the flow) in the chat window.

To achieve this, I attempted to set the following values within the flow:

• Message.Message.senderAddressInfo.name = Flow.firstname
• Message.Message.senderAddressInfo.email = Flow.customeremail

However, this resulted in a system error.

I've attached a screenshot showing that the customer's name is being displayed as "No Name" or "Participant." Could you please advise on the correct approach to achieve this?

Thank you for your assistance!

Hi Everyone, 

We are currently using unauthenticated web messaging. As part of our bot flow, we collect the user's name and email address. Before transferring the chat to an agent, we would like to display the customer's name (collected during the flow) in the chat window.

To achieve this, I attempted to set the following values within the flow:

• Message.Message.senderAddressInfo.name = Flow.firstname
• Message.Message.senderAddressInfo.email = Flow.customeremail

However, this resulted in a system error.

I've attached a screenshot showing that the customer's name is being displayed as "No Name" or "Participant." Could you please advise on the correct approach to achieve this?

Thank you for your assistance!