Changing Agent Display Name

Updated on January 20, 2022

Agent display names can be changed to reflect any aliases your agents are using for convenience.

Steps to change agent name:

  1. Navigate to the “Access Controls” dashboard
  2. Click the “Users” tab at the top of the dashboard.
  3. Select any agent to expand the row and edit the Name field.
  4. Departments can also be added to each agent here, which can be useful if there is a need to escalate the chat later.
    For full details on how to escalate a chat, refer to the Queued Chats section,

Follow the screenshot instructions in the Access Controls section.

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