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Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service
To help protect a customer service representative's (service representative or representative) privacy, you can configure your chat widget to display a specific name for them. You can choose to display the representative's full name, first name, last name, or a nickname to customers. If you'd like to hide the representative's identity and anonymize, choose to display the nickname. The values for the names are retrieved from the user record created in Dynamics 365. Learn more about creating users in Create users in model-driven applications and assign security roles. You can add nickname of a user in the Omnichannel user record.
Note
The selected service representative's name is displayed in the chat widget only while chatting with a customer. For consultation or chat transfer, the full name of the representative is used.
In the Copilot 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.
In the Agent display name field, select one of the following options:
Full name: Full name of the representative. By default, full name is selected.
First name: First name of the representative.
Last name: Last name of the representative.
Nick name: Nickname of the representative. If a nickname is not available in the user record, the full name is displayed to the customers.
Select Save.
Related information
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