If the agent display name field is not changed on a chat channel record, what will customers see during a chat interaction?

When an agent display name field is not modified in a chat channel record, customers will see the agent's first name during the chat interaction. This design decision allows for a more personalized and engaging experience for the customer while still keeping it informal.

Showing just the first name helps to establish a friendly atmosphere, encouraging open communication between the customer and the agent. This approach contrasts with other options such as displaying the full name, last name, or agent ID, which could create a more impersonal experience or provide unnecessary information that may not contribute positively to the customer interaction. Emphasizing the first name rather than more formal identifiers aids in fostering a connection between the customer and the support representative.