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?
Shaw Industries Group, Inc.
Original Message:
Sent: 06-04-2025 04:57
From: Hafid Bourich
Subject: Messenger configuration - sender Name/number not showing to Agent
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.
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Hafid Bourich
Technisch Consultant
Original Message:
Sent: 06-04-2025 04:34
From: Mahesh Jain
Subject: Messenger configuration - sender Name/number not showing to Agent
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
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Mahesh Jain
Original Message:
Sent: 06-04-2025 03:03
From: Hafid Bourich
Subject: Messenger configuration - sender Name/number not showing to Agent
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.
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Hafid Bourich
Technisch Consultant
Original Message:
Sent: 06-03-2025 08:12
From: Mahesh Jain
Subject: Messenger configuration - sender Name/number not showing to Agent
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
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Mahesh Jain
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