[first_name] tag for quick replies

Hi there, as of right now the only name tag for quick replies is [contact_name]. This adds the full name, but we prefer to address our customers by their first name, meaning our agents have to remove the last name manually every time. Coming from Zendesk, this was a variable that they offered with their quick reply feature. Are there any plans to add this in the near future?

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  • Amrish Thank you for your feedback. We'll definitely take this into consideration for the next iteration of quick replies.

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  • I completely agree with this feature, we work around this feature by making the first name ^ and the last name the actual first name. In this way it will end with (for example) "^ Arjan". Not ideal, but it works for now. Unfortunately, you'll also have to change your e-mail to "last name" if you've set this channel up.

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    • Jules
    • Jules_van_Leeuwaarden
    • 5 mths ago
    • 1
    • Reported - view

    +1 ! We have the same request at our company

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  • Also that could be great for agent_name too, it is really weird to say hello with full name :)

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      • Amrish
      • a_g
      • 5 mths ago
      • Reported - view

      mehmet uyar Agree! We used this one too, Zendesk was very extensive with the variables for email templates. 

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