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  • 1.  Web Messaging transcript shows agent Profile name

    Posted 12-04-2023 10:08

    We have implemented Web Messaging. I have turned on humanize conversation and added a name under the "Agent" section of my agent's profile. When Messaging back and forth with a customer, the customer sees the name for the agent listed under their "Agent" tab. However, when i copy the transcript, it lists the full agents name that is in their profile. Is this expected? Is there a way to get it to put the same name the customer saw in the transcript?


    #DigitalChannels

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    Kellyn DuBois
    Lumen Technologies Service Group, LLC
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  • 2.  RE: Web Messaging transcript shows agent Profile name

    Posted 12-04-2023 19:26

    I assume you'd like the names to be formatted in this fashion for sending customers a copy of the transcript?  There's a suggestion for this in the ideas lab. Add ability to redact internal | Genesys Cloud Ideas Portal (aha.io) 

    Currently you'd need to manual remove the surname, or the whole name from the transcript before sending it.



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    Robert Niblock
    APM
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    Original Message


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