Add a name token for chat greetings

Chat administrators can add a token for chat greeting messages, notifications, and system messages that, for privacy, display only the agent's first name when chatting with a customer.

Here's how you set it up:

1. From Setup and Maintenance, Tasks icon, and then click Search.
2. Search and select Manage Messages.
3. Search for SVC_CHAT_S_GREETING_MSG in the Message Name field.
4. Click the Edit icon (pencil), then in the Message Tokens area, click the Add icon (+).
5. In the Token Name field, enter CHAT_AGENT_FIRST_NAME.
6. In the Data Type field, select Text from the drop-down list.
7. Enter your description, such as, "The first name of the chat agent."
8. Save the message.
9. Finally, in the Message Text area, edit the short text to include the new token {CHAT_AGENT_FIRST_NAME}.
10. Save and Close the message

Some things to consider:

There are two tokens available that can be used in the chat greeting:

• CHAT_AGENT_NAME - this is the full name of the chat agent (This is the default token).
• CHAT_AGENT_FIRST_NAME - this is the new token to display the first name of the chat agent.

If you don't want to display a name in your chat greeting messages, you can remove the token from the message text.