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Customer name in incoming chat

  • February 12, 2021
  • 1 reply
  • 0 views
E

Hello!

 

My company uses the chat option and we love it. One thing we would love to do is to be able to see the name of the customer in incoming chats. Right now all we see is '# new service request'. I'm not seeing a way to do this, does anyone know of a way to change this?

 

There are times where we'd want to now who is chatting in. For example today one person kept leaving then coming back to chat. They and we would like that customer to get the same support agent they had the previous tickets. It worked out because we could just transfer, but would be a nice option to be able to see who is actually chatting in.

 

Thanks!

    1 reply

    Amie11
    • Amie11
    • February 15, 2021

    Hey Eric,

    If you haven't already turned this feature on, I recommend for you to enable the Pre-Chat form for Chat. It will force the customer to input their name and a question prior to being able to chat with you and do 2 things for the agent:

    1. The agent will know the customer's name

    2. The agent will already know what the convo is about from the question the customer has submitted to start the chat. 

    You can find the steps on how to enable this feature in Chat here. 

    Enabling the pre-chat form on the Chat widget

    Hopefully, this solves the problem you're having here. :)

    Best,

    Amie

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