Virtual agent chat is not showing the agent name next to the agent avatar.


Steps to Reproduce

  • Launch Virtual agent chat.
  • Transfer the chat to the live agent.
  • Observe live agent messages, agent avatar is displayed but the name is not displayed.


This is expected behavior and by design in all currently supported releases till New York. The VA web client does not show the name next to the avatar.

Starting Orlando, there is a new checkbox field 'Show Agent Names and Avatars' added to chat setup form. You can select it to show Agent's name and Avatar in Virtual agent. Refer to below screenshot.


For more information kindly check the Virtual Agent product docs.

Related Problem: PRB1366339

Seen In

SR - Security - Integration Framework - Madrid 2019 Q2
SR - Security - Support Common - Madrid 2019 Q2
SR - Security - Support Orchestration - Madrid 2019 Q2
SR - SIR - Security Incident Response - Madrid 2019 Q2
SR - SIR - Store SecOps Setup Assistant - Madrid 2019 Q2
SR - SIR - Store Threat Core - Madrid 2019 Q2
SR - SIR - Store Trusted Security Circles Client - New York 2019 Q3

Associated Community Threads

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Article Information

Last Updated:2020-05-18 14:44:26