{"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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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>\nNickname 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
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