The name field you are referring to can be updated internally only if detected via Authenticated Web Messaging (once user signs-in).
Original Message:
Sent: 09-17-2024 05:11
From: Thomas Manojlovic-Karlshøj
Subject: No Name in web messenger
For other mediaTypes we have a "name" directly under participants where the customer name is stored. For chat, context.firstName can be used.
Will this be implemented as well so that we can see the customer name from performance views i Genesys Cloud? Today under remote it just says Guest.
You could also utilize "From" to show the customer name (participants.attributes.name) for messaging?
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Thomas Manojlovic-Karlshøj
Advania Sverige AB
Original Message:
Sent: 09-14-2023 02:42
From: Angelo Cicchitto
Subject: No Name in web messenger
See my last comment on this older thread: we've restored a legacy Agent UI feature for Web Chat, making it possible to update the customer name visible in Agent UI by updating Participant Data attribute named "name". This reserved "name" applies to GC Agent UI only, while not applicable to Embeddable Client directly.
Note that we do encourage customers to use External Contacts as the preferred way to update customer name, and whenever the External Contact record is found, its name value will always have higher precedence.
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 09-13-2023 13:27
From: Adam Mazur
Subject: No Name in web messenger
Hi, I was just wondering if an approved solution was ever implemented to correct this issue? I would consider the ability to display a customers name to the agent would be a basic but important piece of functionality. I tried the action suggested by another responder, (` Genesys('command', 'Database.set', {
messaging: { customAttributes: { 'context.firstName': 'Julian', 'context.lastName': 'TestLastName' },
}})`) but that only seems to update the participant data, and even then it appears as context.firstname as the key name. Please advise.
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Adam Mazur
Genesys - Employees
Original Message:
Sent: 11-23-2022 12:09
From: Angelo Cicchitto
Subject: No Name in web messenger
Hi. The product team is aware of current limitations, and looking into how to simplify Agent UI logic and experience, particularly for anonymous visitors: this is actively in-progress.
Thanks for the patience.
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Angelo Cicchitto
Genesys - Employees
Original Message:
Sent: 11-23-2022 10:42
From: Robert Wakefield-Carl
Subject: No Name in web messenger
Yes, one of the shortcomings of Messaging at present. @Angelo Cicchitto, can you explain why that is? You have to use the External Lookup tool to find the contact and then use a data action to associate the conversation with that contact. After that, the local cache should be able to pass through subsequent interactions as that contact. If users delete their cache, then you will have to re-associate with that contact, but here is the kicker - you can only do that 25 times before you have to completely wipe out the contact and create a new one.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 11-22-2022 14:42
From: Emma Lilley
Subject: No Name in web messenger
Good morning all,
My customer is using web messenger and bot flows to collect information from a customer prior to connecting with an agent.
One of the fields they ask for is a name, and really want the name to display in the interactions on the left instead of it showing 'No Name'
They are not using authenticated and do not use external contacts at this stage.
Has anyone found a way to pass through a name into this field below?
Any help would be greatly appreciated
#ArchitectureandDesign
#ConversationalAI(Bots,AgentAssist,etc.)
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Emma Lilley
Black Box Technologies New Zealand Limited
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