Genesys Cloud - Main

Hi Team,

I'm currently working on an email flow in Genesys, where we need to dynamically personalize messages by addressing the customer by their first name (e.g., "Hello Rajesh"). While we can access the sender's full name using Call.From.Name, the format of this value varies depending on the region or mail client.

For example:

• In India, the format might be "Rajesh Ragu" (First Last).

• In the US or Europe, it could be "Ragu, Rajesh" (Last, First).

Currently, I'm using string-splitting logic (e.g., splitting by space or comma) and selecting the first index as the first name. However, due to regional format differences, this method is not always reliable.

My question is:
Is there a Genesys system variable (or any recommended method) that can provide the first name and last name separately in a way that is consistent and region-independent?

This would help us ensure that customer communication remains accurate and professional across all interactions.

#ArchitectureandDesign
#Remote Work Enablement
#Routing(ACD/IVR)

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Haridass Sarangan
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Hello Haridass,

I am not aware of a universal variable in Genesys that would already have this information parsed for you. You could check the name in Call.From.Name to see if there is a , in the field, if so, split on the ,. If not, you can split on the first space.

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Jason Kleitz
Online Community Manager/Moderator
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Hello,

The format isn't related to region, here in EU I got both variants depending on the customer.

It seems to more depend on what client is used, but also how the customer entered the information when they setup the email.
In many cases I don't even get first/last name, instead I get only one of them, the email address or something else the customer decided to put in as information on their account.

You can assume that if it contains a space it will be firstname lastname, and the other way around if it contains a comma, but it will not be accurate in all cases.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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