display the live agent's name in the virtual agent chat window

ajithnandish1
Kilo Contributor

‎12-12-2018 08:43 AM

How do i display the Live agent's name and the users in the Virtual agent chat window after every message.
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Alikutty A
Tera Sage

‎12-12-2018 09:03 AM

I guess this is not possible at this moment, The agent screen which you see on the right side of your image is the Connect Support and not directly related to the Virtual Agent. The available branding options for a virtual agent are documented by SN, You can check link for more information on it. You could still set a name at the header of your chat box.

Thanks

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ajithnandish1
Kilo Contributor
In response to Alikutty A

‎12-12-2018 09:10 AM

Live agents name in the header of the chat window?

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Alikutty A
Tera Sage
In response to ajithnandish1

‎12-12-2018 09:18 AM

Yes, the chat header

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siva_
Giga Guru

‎12-17-2018 02:36 AM

Hello Nandish,

 

As of now there is no possibility to display the agent name in the conversation window. 

There is no  way to change the display name from "Virtual Agent" to an agent's name when a support chat agent is added to the chat?

This feature has been hardcoded in the system and there is no OOB configuration available.

 

Please check this KB article for the same. 

https://hi.service-now.com/kb_view.do?sys_kb_id=6ce15ce9db9eeb00fb115583ca961905

 

Thanks,

Siva 

Mark this answer as correct and helpful if that really helps and also for closing this thread as others who have the same issue may find this helpful

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