Adding an agent alias

A display name customers see instead of the real one. Useful for a reason people rarely say out loud.

A display name customers see instead of the real one. Useful for a reason people rarely say out loud.

Set one

1. Open the team member in Admin Center.
2. Set the alias.
3. Save.
4. Check how it appears on a reply.

The reason that matters

Safety. Agents handling complaints, debt collection or emotive subjects can be searched for, contacted privately and occasionally harassed. A first name only, or a working name, removes that without hiding that a person answered.

Worth offering rather than waiting for somebody to ask.

The other reasons

• Consistency, where you want all replies to show first names.
• A shared name for a team that answers a specific address.
• Pronunciation or spelling, where somebody prefers a shorter form.

Keep it a real person's name

An alias so generic that it reads as a system undoes the benefit of having a human reply. "Sarah" is fine; "Support Team 2" is not.

Internal view is unchanged

Colleagues still see the real name in assignment and reporting. The alias is customer-facing only, so nothing about internal work becomes harder.

Decide it as a policy

Either everybody uses first names or everybody uses full names, with exceptions where somebody has a reason. A mixture looks arbitrary to customers who deal with you more than once.

See also

• Editing team member profiles
• Adding agents and admins
• Managing team member email addresses