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Configure agent display name

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Omnichannel for Customer Service offers a suite of capabilities that extend the power of Dynamics 365 Customer Service Enterprise to enable organizations to instantly connect and engage with their customers across digital messaging channels. An additional license is required to access Omnichannel for Customer Service. For more information, see the Dynamics 365 Customer Service pricing overview and Dynamics 365 Customer Service pricing plan pages.

Important

Support for the Omnichannel Administration app ended on April 30, 2022, and the app was removed in July 2023. We recommend that you use the Customer Service admin center app to configure the latest features, such as unified routing and voice channel. More information: Omnichannel Administration app is deprecated

To protect an agent's privacy, you can configure your chat widget to display either the full name, first name, last name, or nickname of the agent to the customers. If you'd like to hide your agent’s identity and anonymize, choose to display the nickname. The values for the names are retrieved from the user record created in Omnichannel for Customer Service. For information on creating users, see Create users in model-driven applications and assign security roles. You can add nickname of a user in the Omnichannel user record in Web Client.

Note

The selected agent's name is displayed in the chat widget only while the agent is chatting with a customer. For consultation or chat transfer, the full name of the agent is used.

  1. In Customer Service admin center, go to the workstream of the chat widget in which you need to configure the settings, select edit for the required chat widget, and on the Chat channel Settings page, go to the Chat widget tab.

  2. In the Agent display name field, select one of the following options:

    • Full name: Full name of the agent.

    • First name: First name of the agent. By default, first name is selected.

    • Last name: Last name of the agent.

    • Nick name: Nickname of the agent. If a nickname is not available in the user record, the full name is displayed to the customers.

  3. Select Save.

See also

Configure a pre-chat survey
Configure file attachment capability
Create quick replies
Create and manage operating hours
Create chat authentication settings
Embed chat widget in your website or portal