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.

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.

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.

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. 

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.

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.

Thank you Sir! That worked for me. :-)

Regarding your statement on external contacts, are you saying that if after initial contact we store their information as an external contact, that the next time they connect, their information will supercede the 'name' in the agent pop-up?

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. 

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.

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.

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. 

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.

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.

Hi Angelo - I'm interested in implementing this in our environment as well.  I have set the participant data on a new attribute called "name"  in our message flow but that has not worked for me. Is there an additional step that I might be missing? 

Thanks

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. 

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.

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.

You don't actually add it as participant data. It needs to be added to your web page. For me, we added the following right after our widget code...

Genesys("command", "Database.set", {
  messaging: {
    customAttributes: {
      department: "sales",
      property_type: "apartment",
      device: "mobile",
      Cust_Intent: "TechSupport",
      name: "Joe Customer"
    }

  }
});

This will now show the name in the agent 'pop', and it will be added as participant data, along with the other attributes I added.

Hope that helps.

Adam

Hi Angelo - I'm interested in implementing this in our environment as well.  I have set the participant data on a new attribute called "name"  in our message flow but that has not worked for me. Is there an additional step that I might be missing? 

Thanks

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. 

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.

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.

You don't actually add it as participant data. It needs to be added to your web page. For me, we added the following right after our widget code...

Genesys("command", "Database.set", {
  messaging: {
    customAttributes: {
      department: "sales",
      property_type: "apartment",
      device: "mobile",
      Cust_Intent: "TechSupport",
      name: "Joe Customer"
    }

  }
});

This will now show the name in the agent 'pop', and it will be added as participant data, along with the other attributes I added.

Hope that helps.

Adam

Hi Angelo - I'm interested in implementing this in our environment as well.  I have set the participant data on a new attribute called "name"  in our message flow but that has not worked for me. Is there an additional step that I might be missing? 

Thanks

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. 

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.

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.

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. 

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.

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.