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  • 1.  Messenger configuration - sender Name/number not showing to Agent

    Posted 06-03-2025 08:12
      |   view attached
    No replies, thread closed.

    I have a messenger configuration and deployed. A message coming from integrated mobile chat is coming to Agent but it is showing as participant instaed of showing sender name or number.

    The below is App side sent 

    sendMessage(text = {"token":"1aeb76f7-8570-4b80-9206-76a366feeab5","message":{"text":"Hello","metadata":{"customMessageId":"56cc65c5-7e39-448b-adf6-da006ffe7e74"},"channel":{"metadata":{"customAttributes":{"userId":"1453cc72-947b-4225-b482-6815a543ddbf","userName":"Bala Vignesh3","phoneNumber":"965 64646464"}}},"type":"Text"},"action":"onMessage"}, customAttributes = {})

    but the Agent can't see the sender's name or number in interaction or chat session, and it shows as only Participant. check attachment.

    Any expert help appreciated.

    Thank you

    Mahesh


    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels

    ------------------------------
    Mahesh Jain
    ------------------------------


  • 2.  RE: Messenger configuration - sender Name/number not showing to Agent

    Posted 06-03-2025 15:03
    No replies, thread closed.

    Hello Mahesh,

    Is this incoming message running through any sort of flow that is manipulating the participant data? I would recommend troubleshooting the flow with Historical Execution Data. It can tell you which variables are set where there may be some disconnect with your expected outcomes.



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------



  • 3.  RE: Messenger configuration - sender Name/number not showing to Agent

    Posted 06-04-2025 03:03
    No replies, thread closed.

    To display the customer name during a message interaction you need to set a particiapant variable "name" using Set Participant Data in the inbound message flow.

    Or pass the attribute "name" instead of "userName" from your App side.



    ------------------------------
    Hafid Bourich
    Technisch Consultant
    ------------------------------



  • 4.  RE: Messenger configuration - sender Name/number not showing to Agent

    Posted 06-04-2025 04:34
    Edited by Mahesh Jain 06-04-2025 04:36
    No replies, thread closed.

    Dear HB,

    Appreciate if you can give me complete Architect flow from start to till transfer queue.

    And how to set variable since I am not expert in Architect.

    or any reference video.

    Thank you



    ------------------------------
    Mahesh Jain
    ------------------------------

    Original Message


  • 5.  RE: Messenger configuration - sender Name/number not showing to Agent
    Best Answer

    Posted 06-04-2025 04:58
    No replies, thread closed.

    First you use Get Participant to collect the userName attribute you send from App. Then you assign this attribute with Set Participant data as "name" to the interaction.



    ------------------------------
    Hafid Bourich
    Technisch Consultant
    ------------------------------

    Original Message


  • 6.  RE: Messenger configuration - sender Name/number not showing to Agent

    Posted 06-05-2025 09:58
    No replies, thread closed.

    I have a similiar issue where it is not showing the customer the Agent's name on the website. I have turned on the Humanize toggle in the Deployment and set up Agent Name in their profile. Is there something else I need to do to pass the agent's name to the customer? 



    ------------------------------
    Corey Lanier
    Shaw Industries Group, Inc.
    ------------------------------

    Original Message


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