How to update the agent name displayed on Connect Chat without updating the sys_user record

Overview

This article describes how to update the agent name displayed on Connect Chat without updating the sys_user record.

The display name on Chat is the user's live_profile record name value. When a user logs in for the first time, a live_profile record is created for them and the Name field is automatically populated with the first/last name of the user record. This record can be modified, which means you can change the Chat name.

Procedure

1. Go to /nav_to.do?uri=/live_profile_list.do.
2. Filter the list with the user name for the user for whom you wanted to update the user name displayed on Connect Chat.
3. Open the live_profile record of that user and update name field of the record to desired value.