{"id":21865,"date":"2016-02-18T00:00:00","date_gmt":"2016-02-18T08:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/introducing-agent-nicknames-and-branded-emails\/"},"modified":"2024-04-07T23:34:06","modified_gmt":"2024-04-08T06:34:06","slug":"introducing-agent-nicknames-and-branded-emails","status":"publish","type":"post","link":"https:\/\/www.helpshift.com\/introducing-agent-nicknames-and-branded-emails\/","title":{"rendered":"Introducing Agent Nicknames and Branded Emails"},"content":{"rendered":"

Today we are bringing you Agent Nicknames and Branded Emails, two new features that will allow your team to communicate better with users, especially over email. These features are available to every Helpshift customer and are easy to setup.<\/p>\n

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Agent Nicknames<\/h3>\n

Were you ever worried about showing your Agents\u2019 real names to your users in a conversation? Now you don\u2019t have to be, as you can now set Nicknames<\/i> for your Agents. A Nickname is a user\/customer facing name that can be different than your Agents\u2019 real names.<\/p>\n

Nickname Example<\/h4>\n

Imagine you have an Agent named Amber on your team, and as company policy, you don\u2019t want your users who Amber replies to knowing her real name. The previous solution would have been to rename Amber\u2019s Helpshift login name to \u201cSupport Agent 1\u201d or give a false name like \u201cJennifer, Support Rep.\u201d While this solved the problem of not revealing Amber\u2019s real name to your users, it made viewing Agent Analytics a challenge as you had to document and track who \u201cSupport Agent 1\u201d or \u201cJennifer, Support Rep\u201d corresponded with.<\/p>\n

With Nicknames, your Analytics will show Amber while your users see \u201cSupport Agent 1.\u201d<\/p>\n

Setting up Nicknames<\/h3>\n

If you want to incorporate Nicknames, you\u2019ll want to make sure that the Personalize Agent Nickname toggle is set to \u201cYes.\u201d You can find this toggle here:<\/p>\n

https:\/\/[youraccountname].helpshift.com\/admin\/settings\/email\/<\/p>\n

\"Nickname_toggle\"<\/a><\/p>\n

Any Helpshift Admin, Supervisor, or Agent can change their Nickname by clicking on their Account Settings. Then a new Nickname field will be editable, as shown below:<\/p>\n

\"account_nickname\"<\/a><\/p>\n

Where are Nicknames Visible<\/h3>\n

Nicknames are visible in all in-app (SDK) and email conversations as well as automatically applied to all email conversations whether they originated from your Web form or were sent directly via email.<\/p>\n

Note: <\/strong>In your team Analytics section, the real Name (internal name) of your Agents will be visible, not the Nickname.<\/p>\n

Unique Email Addresses for Your Brands<\/h1>\n

Many of our customers have multiple brands and apps, and create specific support experiences for each one. Starting today, those unique experiences extend to e-mail support. Now in Helpshift, you can set unique \u201cFrom\u201d and \u201cTo\u201d email addresses for each of your apps.<\/p>\n

Branded Email Example<\/h3>\n

Let\u2019s say your company, Turtle, Inc, has two apps, Bowling Green and Candy Slots. If one of your users writes in via the web form or email, then you want to make sure that the branding stays consistent for each app.<\/p>\n

Previously, any email sent to support@bowlinggreen.com or support@candyslots.com, would get a response from support@turtleinc.com (your company\u2019s main support email). This may have caused some user confusion as your users only know your brand as Bowling Green and not Turtle Inc. However, our new Branded Email feature allows you to easily setup each unique experience so an email to support@bowlinggreen.com or feedback@bowlinggreen.com, receives an email response from the address support@bowlinggren and\/or feedback@bowlinggreen.com.<\/p>\n

Setting up Branded Email<\/h3>\n

Navigate to your Email Settings Page in your Dashboard by going here https:\/\/[youraccountname].helpshift.com\/admin\/settings\/email\/. Click on the Add Channel button and then you\u2019ll be able to configure your Email settings for each app or brand.<\/p>\n

Here is what each field controls (see screenshot below)<\/p>\n