In the AWA queue, is it possible to put a variable in the initial agent response?

[Dalto Roberto]

Hi,

In the AWA queue, is it possible to put a variable in the initial agent response?
I would like to put the Agent's name and the Customer's name, like this:
"Hi {CustomerName}! My name is {AgentName}, how can I help you?"

If not, is there any other way to include this custom phrase in the chat service after distributing the AWA in the queue?

[Ratnakar7]

Hi @Dalto Roberto ,

Can you please try with replacing below code in 'Greeting response' script in "Start Segment Properties" of Live Agent Support topic(as mentioned above screenshot);

(function execute() {
    var originalUser = gs.getSession().impersonate("system");
    var agentName = sn_connect.Conversation.getAgentName(originalUser);

    var msg1=gs.getMessageLang("Hi {0}!",[vaInputs.user.first_name]); //{CustomerName}
    var msg2=gs.getMessageLang("My name is {0}, how can I help you?",[agentName]); //{AgentName}

    return msg1+' '+msg2; //"Hi {CustomerName}! My name is {AgentName}, how can I help you?"
})()

I hope this solves your issue.
Mark this as Helpful / Accept the Solution if this clears your issue.

Thanks,

Ratnakar