Summary
Wati allows you to display the name of the agent (operator) who responds to customer messages on WhatsApp. Showing agent names helps create a more personal customer experience by making it clear who the customer is communicating with. This article explains how the feature works, how to update agent names, and the requirements for using it.
Note: Displaying agent (operator) names in WhatsApp conversations is supported only on the Pro and Business plans.
Instructions
About agent name display
When agent name display is enabled, the name of the agent appears in the WhatsApp conversation whenever they respond to an incoming customer message.
This helps customers identify the person assisting them and creates a more personalized support experience.
Enable agent name display
Follow these steps to enable the feature to show agent (operator) names in conversations:
Log into your Wati account
Click your profile picture and select Settings.
Open Team Inbox settings and select General Settings.
Turn on the Show agent name option.
Once enabled, agent names will be displayed automatically when agents reply to customer chats on WhatsApp.
Edit an agent's display name
If you want to change how an agent's name appears in customer conversations, you can update it from User Management.
Follow these steps:
Go to User Management.
Select the user whose name you want to update.
Edit the Name field.
Click Save.
The updated name will be used in future customer conversations.
Important notes
Keep the following points in mind:
Agent names can be updated at any time from User Management.
Updated names are reflected in future WhatsApp conversations.
Frequently Asked Questions (FAQs)
Agent name display
1. What is the agent name display feature in Wati?
The agent name display feature shows the name of the agent (operator) in WhatsApp conversations when they respond to incoming customer messages.
2. What is the benefit of displaying agent names in WhatsApp conversations?
Displaying agent names helps customers identify the person assisting them and creates a more personalized support experience.
3. Which Wati plans support agent name display in WhatsApp conversations?
Displaying agent names in WhatsApp conversations is supported only on the Pro and Business plans.
Managing agent names
4. Where can agent names be updated?
Agent names can be updated from the User Management section in Wati.
5. When do updated agent names appear in WhatsApp conversations?
Updated agent names are reflected in future WhatsApp conversations.
6. Can agent names be changed after they are set?
Yes. Agent names can be updated at any time from User Management.
Feature behavior
7. What happens when agent name display is enabled?
When agent name display is enabled, the agent's name is automatically shown in WhatsApp conversations whenever the agent replies to an incoming customer message.