Changing Agent Display Name

Learn how to change agent display names to better suit your team's preferences and aliases for enhanced convenience and personalization.

Steps to change agent name:

  1. Navigate to the “Access Controls” dashboard
  2. Click the “Users” tab at the top of the dashboard.
  3. Select any agent to expand the row and edit the Name field.
  4. Departments can also be added to each agent here, which can be useful if there is a need to escalate the chat later.
  5. For full details on how to escalate a chat, refer to the Queued Chats section,

Follow the screenshot instructions in the Access Controls section.