New Chat Agent First Name Token Available in Chat Greeting Message

Chat Administrators can use a new token for chat greeting messages, notifications, and system messages that only display the agent's first name.

Provides the ability to include an agent's first name only when chatting to an end user, providing privacy for the agent.

Steps to Enable

An administrator must add the new first name token and then update the chat greeting message to modify the chat greeting to utilize the chat agent's first name. Here are the steps to use the new token in your messages:

  1. From the Navigator, select My Enterprise
  2. Select Setup and Maintenance
  3. From the Tasks button on the right, select Search
  4. Enter "Manage Messages"
  5. Click the search icon
  6.  Select "Manage Messages"
  7. Enter "SVC_CHAT_S_GREETING_MSG" in the Message Name field 
  8. Click Search
  9. Highlight the message row in the table
  10. Click on the Pencil icon at the top of the table to edit the message
  11. In the message Token table, click the "+"
  12. In the Token Name field, enter "CHAT_AGENT_FIRST_NAME"
  13. In the Data Type field, select Text
  14. Enter your description, for example, "The first name of the chat agent."
  15. Save the message
  16. Now modify the Message Text to include the new token {CHAT_AGENT_FIRST_NAME} to the Short Text field
  17. Save and Close the message

Tips And Considerations

  • 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 do not want to display a name in your chat greeting messages, you can remove the token from the message text

Key Resources

See the Chat With a Customer section of the Using Service Center in the Redwood User Experience guide

Also, see Implement Web Chat section in the Overview of Web Chat for Service guide.

Access Requirements

An Administrator will need the appropriate privileges to:

  • Setup and Maintenance menu