Agent display names (aliases)
Show visitors a friendly name like "Sarah from Acme" instead of an agent's real name — and use a different alias per workspace.
The name visitors see next to an agent's replies doesn't have to be the agent's real name. Set a per-workspace display alias under Profile → Display name for <workspace>.
Why aliases
- Match the brand: "Support Team" reads better in a B2C widget than "John Smith".
- Privacy for agents who don't want to publish their real name to every stranger.
- A team that's smaller than it looks: three real agents can all reply as "Support".
Per workspace, not per user
The alias lives on the tenant_user membership, not on the user account. The same person can be:
- "Sarah from Acme" in the Acme workspace
- "Support Team" in the Beta workspace
- Just "Sarah" in their own personal workspace
Leave the field blank to fall back to the real name on the account.
Where it shows up
- The bubble's "sender_name" the visitor sees in real-time and in the conversation history.
- Email transcripts and any "Chat with Sarah" subject lines pulled from broadcast events.
Internal-facing surfaces (the inbox, internal notes, assignment dropdowns, audit logs) always show the real name — aliases are a customer-facing convenience, not an identity swap.