How to remove agent last names int he chat summary that is emailed out to the user when a chat is completed
Last names included in the chat summary
Have you changed their alias and signature?
If this is Chat, and not Messaging, the alias and signature for an agent will not apply to Chat. You will need to open up their profile in chat, and manually edit their Display Name. I do this for each of my agents for the same reason, I wish there was an easier option.
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