Add agent name in front of channel communications
Some channels, such as Whatsapp, aren't naturally many to one (many agents talk to one customer) and that might confuse customers. So we would like to be able to add agent's name followed by a colon to identify who is talking to the customer.
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Tamara Berner is this something that you've looked into? It would be amazing for us and a lot of people, it's becoming something more and more commonplace in Whatsapp customer service.
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John Parker Thank you for your your feedback. We definitely understand the added benefit this would bring to Whatsapp communications, and as most other channels do allow a signature to be added to messages automatically, we see why this would be useful to also have on Whatsapp. We'll keep you posted here if/when we move forward with this request.
In the meantime, I would recommend to instruct users to introduce themselves when starting a conversation or answering customer questions via WA. If you toggle the setting "Reopen closed conversations" off, then each ticket can be attributed to a specific user. -
Daniela Backman Thanks for the info :D
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