Genesys Cloud - Main

Hi everyone,

I am seeing an issue with web chat.

I initiate a web chat and fill out the chat form. I use John Doe as the name. I use john.doe@johndoe.com as the email address. The interaction arrives and displays Doe, John as the name on the pop-up the agent sees which asks them to accept the chat.

I then initiate a new chat interaction. I use Jane Hall as the name. I use the same email address I used for the first interaction: john.doe@johndoe.com

The interaction continues to display Doe, John (from the first interaction) on the initial pop-up the agent sees.

I go to the Admin Portal and go to Performance->Workspace->Interactions to look at the Interaction Details after completing it. The list of interactions show Jane Hall in the Remote column. But I see John Doe listed as the External Participant when I open the interaction.

I have not created an external contact. It seems as if the name first used with the email address is getting stored within Genesys cloud. Does anyone know the workings behind what I am observing, or how I can reset the name associated with an email address?

The specific use case is that we would like to display the external participant's name using the native alphabet whereas it is currently being displayed in English.

Thanks!

Hi everyone,

I am seeing an issue with web chat.

I initiate a web chat and fill out the chat form. I use John Doe as the name. I use john.doe@johndoe.com as the email address. The interaction arrives and displays Doe, John as the name on the pop-up the agent sees which asks them to accept the chat.

I then initiate a new chat interaction. I use Jane Hall as the name. I use the same email address I used for the first interaction: john.doe@johndoe.com

The interaction continues to display Doe, John (from the first interaction) on the initial pop-up the agent sees.

I go to the Admin Portal and go to Performance->Workspace->Interactions to look at the Interaction Details after completing it. The list of interactions show Jane Hall in the Remote column. But I see John Doe listed as the External Participant when I open the interaction.

I have not created an external contact. It seems as if the name first used with the email address is getting stored within Genesys cloud. Does anyone know the workings behind what I am observing, or how I can reset the name associated with an email address?

The specific use case is that we would like to display the external participant's name using the native alphabet whereas it is currently being displayed in English.

Thanks!