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  • 1.  Displaying Name instead of Guest for SMS & Web Messaging (Salesforce)

    Posted 06-13-2024 10:15

    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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  • 2.  RE: Displaying Name instead of Guest for SMS & Web Messaging (Salesforce)
    Best Answer

    GENESYS
    Posted 06-13-2024 12:41

    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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