Help your service reps identify who they’re assisting by showing visitor names in the
conversation window. Choose up to three pre-chat fields to define how each visitor’s name appears,
with Guest used when no name is available.
Enhanced In-App Chat and Enhanced Web Chat channels
This article doesn’t apply to:
Enhanced WhatsApp, Standard and Enhanced Facebook Messenger, Standard and Enhanced
SMS, Enhanced Apple Messages for Business, Enhanced LINE, and Bring Your Own Channel
Important
Display names for authenticated conversations already in progress don’t update when the
pre-chat frequency is set to Every Conversation. To refresh the display
name, update the pre-chat frequency at the Messaging session level.
From Setup, in the Quick Find box, enter Embedded Service
Deployments, and then select Embedded Service
Deployments.
To select the deployment you want to work with, click the arrow next to the deployment
name, and then select View.
On the Embedded Service Deployment Settings page, click Edit
Pre-Chat.
In the Visitor Name section, select up to three pre-chat fields and assign them to the
First, Second, and Third Display Name.
Save your changes.
In Embedded Service Deployment Settings, click Publish to apply the
changes.
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