Rocket.chat: Livechat: Don't expose the agent's name

[mrsimpson]

Motivation

As a livechat-operator, I don't want my agent's names to be exposed to the customer.

What's the issue?

While the email-address can be configured as hidden, the name appears in the header, in the messages and in the "is typing" notification.

Remark: While hiding the name from livechat visitors, agents shall of course be able to address their colleagues using their real names. Thus, changing all "real names" of the users to a common one is no option.

Implementation alternatives

• Provide an alias which can be configured for each agent
• Provide a common alias for all agents (may of the department, if configured)
• Hide the name from all UI-places

Since livechat is supposed to create a human, direct channel, the ability to have an explicit name for each agent (which could of course be harmonized for all agents manually) is preferred.

[mrsimpson]

@renatobecker wdyt? Do you have something like this on your list for the new livechat widget? If not: How can we contribute?

[renatobecker-zz]

@renatobecker wdyt? Do you have something like this on your list for the new livechat widget? If not: How can we contribute?

I think you're looking for this -> https://github.com/RocketChat/Rocket.Chat.Livechat/pull/279

[mrsimpson]

@renatobecker yup, that’s the implementation of the third option I mentioned 👍
Wdyt about an alias? It seems to be common that agents operate under an alias

_{Sent with GitHawk}

[renatobecker-zz]

@renatobecker yup, that’s the implementation of the third option I mentioned 👍
Wdyt about an alias? It seems to be common that agents operate under an alias

Sent with GitHawk

Yeah, the idea about providing an alias for Livechat Agents is something already planned, it's on our roadmap and it will be released in the short-term.