Help your service reps identify who they’re assisting by showing visitor names in the conversation window. Choose up to three pre-chat fields to define how each visitor’s name appears, with Guest used when no name is available.
Required Editions
| View supported editions. | |
This article applies to:
|
Enhanced In-App Chat and Enhanced Web Chat channels |
This article doesn’t apply to:
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Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel |
Important
Display names for authenticated conversations already in progress don’t update when the pre-chat frequency is set to Every Conversation. To refresh the display name, update the pre-chat frequency at the Messaging session level.
- From Setup, in the Quick Find box, enter Embedded Service Deployments, and then select Embedded Service Deployments.
- To select the deployment you want to work with, click the arrow next to the deployment name, and then select View.
- On the Embedded Service Deployment Settings page, click Edit Pre-Chat.
- In the Visitor Name section, select up to three pre-chat fields and assign them to the First, Second, and Third Display Name.
- Save your changes.
- In Embedded Service Deployment Settings, click Publish to apply the changes.