Genesys Cloud FedRAMP region
Improved agent name display for third-party integrations
| Announced on | Effective date | Aha! idea |
|---|---|---|
| 2025-01-27 | - | - |
In a future release, Genesys Cloud will change the way agent names, and integration ID’s are displayed in messaging threads for third-party integrations.
This update will ensure that agent names, and integration ID’s are displayed correctly based on the specific integration or channel.
For example:
- Web messaging: Agent’s System name | Agent Display name
- Open messaging DM and social: Agent’s System name
- All other third-party integrations (X, WhatsApp, Facebook, Instagram): Agent’s System name | Channel specific public id (fullname, phoneNumber, pageName, InstagramName)
Note: The bold text above represents what the end user sees.
This update ensures that agents can see the same information their customers are shown. This improvement prevents confusion and restores the intended behavior for agent name displays.
