Genesys Cloud - Main

Hi there! For SMS/Web Messaging interactions using the Salesforce embeddable client: Is there any way we can replace "Guest" with the name from the contact record? Our agents would like to be able to easily see the first name of the person with whom they are having the conversation instead of navigating back to the contact record to gather this information. 

I found the same question from 2022, with this response: 

"Hi Fransiska, indeed, that's current behavior with Embeddable Client: we're looking into possible evolutions."

Is this a possibility now?

Thank you in advance for your help!

#DigitalChannels

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Brooke
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For Web Messaging please check the comments in this Idea > https://genesyscloud.ideas.aha.io/ideas/DXWMM-I-132

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Angelo Cicchitto
Genesys - Employees
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Original Message:
Sent: 06-13-2024 10:14
From: Brooke Lace
Subject: Displaying Name instead of Guest for SMS & Web Messaging (Salesforce)

Hi there! For SMS/Web Messaging interactions using the Salesforce embeddable client: Is there any way we can replace "Guest" with the name from the contact record? Our agents would like to be able to easily see the first name of the person with whom they are having the conversation instead of navigating back to the contact record to gather this information. 

I found the same question from 2022, with this response: 

"Hi Fransiska, indeed, that's current behavior with Embeddable Client: we're looking into possible evolutions."

Is this a possibility now?

Thank you in advance for your help!

#DigitalChannels

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Brooke
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