Agent names not showing

  • michellet2019

    (@michellet2019)


    5 years, 6 months ago

    Hello,

    We are due to go live on Monday and we have two issues i am hoping you can help with:

    1. When an agent joins a chat, the customer gets the message ‘Agent Agent has joined the chat’ – we have check the settings and cannot find anything that may be causing this. All agents have their names in the user profiles (nickname, full name, username and first and last name fields all completed). Can you please advise?

    2. Also, when a agent responds the customer sees ‘Agent Time Date’ underneath each message – it once again is not pulling through the name of the agent. Please advise?

    3. We have activated the user transcript however when it comes through there is no transcript, just an email that says ’email transcript’ in the body of the email. What code needs to be added into the box to ensure it poplates the chat history?

    Thanks.

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Support wpdev3cx

    (@wpdev3cx)

    5 years, 6 months ago

    Hi @michellet2019 ,
    The usage of “Agent” instead of agent’s name is a default functionality when you have unchecked the selection “Show agent’s name” in “Live Chat> Settings> Chat Box”. About your third question please verify that in your transcript settings (Live Chat> Settings> Chat Box>Chat Transcript Settings>Email Body) there are the following tags which are the placeholders for the transcript data as configurated in settings.

    1. [wplc_et_transcript_header_text]
    2. [wplc_et_transcript]
    3. [wplc_et_transcript_footer_text]

    Finally please check your plugin’s installation version and update it to the latest version (9.1.0) if it is not already updated.

    Thread Starter michellet2019

    (@michellet2019)

    5 years, 6 months ago

    Hello.

    Latest version of the plugin is installed – 9.1.0.

    Transcript is now working – thanks!

    Show agent’s name – is selected. I’ve tried un selecting and reselecting nmany times to. This is not working.

    Plugin Support wpdev3cx

    (@wpdev3cx)

    5 years, 6 months ago

    Hi,
    in WordPress user settings ( Users> All users> Edit) there is a field “Display name publicly as” which is a drop down menu. That’s the information used by 3CX live chat for this purpose. May you verify that this field is correctly filled for your users?

    Thread Starter michellet2019

    (@michellet2019)

    5 years, 6 months ago

    Hello,

    This field is a dropdown for us giving us a choice between first name, first name and last name and nickname.

    This field is set to display our first name.

    I also tried to display first name and last name but it makes now difference.

    Plugin Support wpdev3cx

    (@wpdev3cx)

    5 years, 6 months ago

    May you please let us know what WordPress version do you have installed?

    Thread Starter michellet2019

    (@michellet2019)

    5 years, 6 months ago

    WordPress 5.5.1

    Plugin Author wordpress3cx

    (@wordpress3cx)

    5 years, 6 months ago

    Hello @michellet2019 ,

    You can get in touch with us at wordpress@3cx.com if you would like to try a release candidate version that fix this problem, in your environment.

    The planned release of the new version is scheduled for next week if everything goes according to plan.

    Thank you.

    fasih0236

    (@fasih0236)

    5 years, 6 months ago

    Hi @wordpress3cx

    I am facing the same problem. Everything is up to date and all necessary settings are configured. But when an agent joins the chat it shows Agent to the site visitor and the weird thing is if i refresh the page as a visitor (after an agent has joined the chat) i can then see the agent name.

    Thanks

    • This reply was modified 5 years, 6 months ago by fasih0236.
Viewing 8 replies - 1 through 8 (of 8 total)

The topic ‘Agent names not showing’ is closed to new replies.