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In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

Hi Angus,

Thanks for pointing this out, this will work for when we're using a custom capture form to collect detail pre launching the web messaging session.

Do you know of a way to update this name from within the Architect Inbound Message Flow for when we're using a bot to capture the name?

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

Hey @Nathan Kaden 

This can be updated by using a Set Participant Data block in your web message flow to update the attribute "name" 

When an agent receives the interaction, that is what is displayed to them. You can populate any value captured by the bot into that attribute

Hi Angus,

Thanks for pointing this out, this will work for when we're using a custom capture form to collect detail pre launching the web messaging session.

Do you know of a way to update this name from within the Architect Inbound Message Flow for when we're using a bot to capture the name?

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

Hi Josh,

I'm not referring to the name you can set via participant data, and have it show in the chat window, I'm talking about the Remote Name which you can search in the interaction view, see below screenshots. For Webchat this Remote Name appears as per whatever you add to the capture form, I did add context.firstName and context.lastName which sets the name in the web messaging chat log for the agent, but not the Remote Name

Hey @Nathan Kaden 

This can be updated by using a Set Participant Data block in your web message flow to update the attribute "name" 

When an agent receives the interaction, that is what is displayed to them. You can populate any value captured by the bot into that attribute

Hi Angus,

Thanks for pointing this out, this will work for when we're using a custom capture form to collect detail pre launching the web messaging session.

Do you know of a way to update this name from within the Architect Inbound Message Flow for when we're using a bot to capture the name?

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

Hi Nathan,

In Architect you can get the externalContactId for the conversation, and after that update the contact using the API below

Hi Josh,

I'm not referring to the name you can set via participant data, and have it show in the chat window, I'm talking about the Remote Name which you can search in the interaction view, see below screenshots. For Webchat this Remote Name appears as per whatever you add to the capture form, I did add context.firstName and context.lastName which sets the name in the web messaging chat log for the agent, but not the Remote Name

Hey @Nathan Kaden 

This can be updated by using a Set Participant Data block in your web message flow to update the attribute "name" 

When an agent receives the interaction, that is what is displayed to them. You can populate any value captured by the bot into that attribute

Hi Angus,

Thanks for pointing this out, this will work for when we're using a custom capture form to collect detail pre launching the web messaging session.

Do you know of a way to update this name from within the Architect Inbound Message Flow for when we're using a bot to capture the name?

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

Hi Jan,

Thanks for the suggestion, most of our customers aren't using external contacts so this wouldn't work in most cases, an external contact could be added then set though, this does present the External Contact to the agent in the profile panel, but doesn't set the Remote Name.

The flow could look up for an external contact using the inbuilt action Search External Contacts

If an external contact doesn't exist, then create one using the post /api/v2/externalcontacts/contacts

I tested using the Search External Contact action (with hard coding my contactId) and this does set the External Contact against the interaction when I answered the web messaging interaction, opening the Profile panel IF the external contact is in the same division as the flow.

Unfortunately, this still doesn't set the Remote Name.

Hi Nathan,

In Architect you can get the externalContactId for the conversation, and after that update the contact using the API below

Hi Josh,

I'm not referring to the name you can set via participant data, and have it show in the chat window, I'm talking about the Remote Name which you can search in the interaction view, see below screenshots. For Webchat this Remote Name appears as per whatever you add to the capture form, I did add context.firstName and context.lastName which sets the name in the web messaging chat log for the agent, but not the Remote Name

Hey @Nathan Kaden 

This can be updated by using a Set Participant Data block in your web message flow to update the attribute "name" 

When an agent receives the interaction, that is what is displayed to them. You can populate any value captured by the bot into that attribute

Hi Angus,

Thanks for pointing this out, this will work for when we're using a custom capture form to collect detail pre launching the web messaging session.

Do you know of a way to update this name from within the Architect Inbound Message Flow for when we're using a bot to capture the name?

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

Hi Jan,

Thanks for the suggestion, most of our customers aren't using external contacts so this wouldn't work in most cases, an external contact could be added then set though, this does present the External Contact to the agent in the profile panel, but doesn't set the Remote Name.

The flow could look up for an external contact using the inbuilt action Search External Contacts

If an external contact doesn't exist, then create one using the post /api/v2/externalcontacts/contacts

I tested using the Search External Contact action (with hard coding my contactId) and this does set the External Contact against the interaction when I answered the web messaging interaction, opening the Profile panel IF the external contact is in the same division as the flow.

Unfortunately, this still doesn't set the Remote Name.

Hi Nathan,

In Architect you can get the externalContactId for the conversation, and after that update the contact using the API below

Hi Josh,

I'm not referring to the name you can set via participant data, and have it show in the chat window, I'm talking about the Remote Name which you can search in the interaction view, see below screenshots. For Webchat this Remote Name appears as per whatever you add to the capture form, I did add context.firstName and context.lastName which sets the name in the web messaging chat log for the agent, but not the Remote Name

Hey @Nathan Kaden 

This can be updated by using a Set Participant Data block in your web message flow to update the attribute "name" 

When an agent receives the interaction, that is what is displayed to them. You can populate any value captured by the bot into that attribute

Hi Angus,

Thanks for pointing this out, this will work for when we're using a custom capture form to collect detail pre launching the web messaging session.

Do you know of a way to update this name from within the Architect Inbound Message Flow for when we're using a bot to capture the name?

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

For what it's worth, Nathan, your specific question about the Remote Name is also covered in greater detail here. In short, the Remote Name is only updated in very specific circumstances.

Hi Jan,

Thanks for the suggestion, most of our customers aren't using external contacts so this wouldn't work in most cases, an external contact could be added then set though, this does present the External Contact to the agent in the profile panel, but doesn't set the Remote Name.

The flow could look up for an external contact using the inbuilt action Search External Contacts

If an external contact doesn't exist, then create one using the post /api/v2/externalcontacts/contacts

I tested using the Search External Contact action (with hard coding my contactId) and this does set the External Contact against the interaction when I answered the web messaging interaction, opening the Profile panel IF the external contact is in the same division as the flow.

Unfortunately, this still doesn't set the Remote Name.

Hi Nathan,

In Architect you can get the externalContactId for the conversation, and after that update the contact using the API below

Hi Josh,

I'm not referring to the name you can set via participant data, and have it show in the chat window, I'm talking about the Remote Name which you can search in the interaction view, see below screenshots. For Webchat this Remote Name appears as per whatever you add to the capture form, I did add context.firstName and context.lastName which sets the name in the web messaging chat log for the agent, but not the Remote Name

Hey @Nathan Kaden 

This can be updated by using a Set Participant Data block in your web message flow to update the attribute "name" 

When an agent receives the interaction, that is what is displayed to them. You can populate any value captured by the bot into that attribute

Hi Angus,

Thanks for pointing this out, this will work for when we're using a custom capture form to collect detail pre launching the web messaging session.

Do you know of a way to update this name from within the Architect Inbound Message Flow for when we're using a bot to capture the name?

Use the Database.set command and set name.

Genesys("command", "Database.set", {
          messaging: {
              customAttributes: {
                          name: 'Messagers Name',

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567

In WebChat in the external users (first participant) data there is a field "name" under "id" that I'm assuming sets the Remote Name against the interaction in the interaction view, see below:

{
  "id": "ae469149-2ced-443e-b038-a3e",
  "participants": [
    {
      "id": "8562e29d-1fb3-4fc6-",
      "name": "Chatters Name",
      "startTime": "2025-06-02T04:21:45.727Z",
      "connectedTime": "2025-06-02T04:21:45.727Z",

How do we set this "name" data for Web Messaging interactions, so it doesn't show "Guest"? 

I've had a look at the APIs available and can't see any that can set this.

This name could be captured by a custom collection form we use that Matt M shared via his github, or via digital bot.

If you set the below participant data then you see Nathan K in the web messaging transcript and the agent can see this name when on the interaction, but this doesn't update the Remote Name in the interaction view.

"context.firstName": "Nathan"

"context.lastName": "K"

side note, I googled this topic and found a few articles in the old Genesys Cloud Developer forum https://developer.mypurecloud.com/forum/ but this address redirects to the new developer community (here) and I can't find these articles anywhere, links below from google search:

https://developer.genesys.cloud/forum/t/set-remote-name-in-web-messaging/19845

https://developer.genesys.cloud/forum/t/how-can-we-change-name-guest-in-interaction-log-pane-of-web-messaging-interaction/24567