Virtual Agent - Making the agent name/first name anonymous

[Ashish21]

Hi,

In the Virtual Agent chat, can we anonymize or show only the first name of the assignee?

[Mark Roethof]

Hi there,

Can you share an example of what you exactly mean?

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

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[Muralidharan BS · Accepted solution]

Hi Ashish,

Go to Conversational Interfaces > Settings. Turn off the agent chat settings below to disable the names of the agents showing. 

You can show the first names of the agent by modifying the live_profile table but that is not recommended as it impacts all other places where a live_profile is used. 

In the Rome version, I think it should be under general settings or chat setup. 

Thanks