Overview
This feature identifies the agent at the beginning of every sent message using the Agent name: format. It works across supported outbound channels and keeps the personal signature configured in the composer.
Prerequisites
This feature is unlocked in two steps, by two different people:
- The platform team (ConversaLabs) enables Outbound Agent Name Header for the account.
- Once unlocked, an account administrator decides, under Settings → Account → General, whether the identification should be mandatory for every agent.
Step by step
- Ask ConversaLabs to enable the Agent name on sent messages feature for your account.
- As the account administrator, go to Settings → Account → General. A new "Require agent name on every sent message" option appears once the feature is unlocked.
- Leave that option off to let each agent choose individually, or turn it on to require the name for every agent.
- In their own profile (Settings → Profile), each agent enables or disables the option when the mode is optional. Once the administrator makes it mandatory, it appears locked and enabled on every agent's profile.
Settings & options
In optional mode, each agent controls the option in their own profile. In mandatory mode — set by the account administrator, not the platform — the option is locked and applied automatically for every agent. The profile display name is used first; if it is empty, the platform uses the full profile name. The personal signature remains independent and appears below the content when enabled — both features can be active at the same time.
Rule per inbox
Each inbox can have a rule different from the account. In Settings → Inboxes → (the inbox) → Conversation rules, under Agent name on outgoing messages, choose:
- Follow the account rule (default) — what the administrator set for the account applies.
- Require the agent name in this inbox — the name appears on every message sent from this inbox, even if the account lets each agent choose.
- Let each agent choose in this inbox — in this inbox each agent's profile preference applies, even if the account requires the name.
The screen shows the rule in effect and where it comes from, and the Restore the account default button removes the exception. On the account screen, the list Inboxes that do not follow the account rule shows every exception. When the account requires the name but some inbox leaves the choice to the agent, the profile option is unlocked so it applies in those inboxes. The per-inbox rule does not apply to e-mail inboxes, where the name is never added.
Rule per agent and administrators
The administrator always decides whether an agent's name appears. In Settings → Agents → (edit the agent), under Agent name on outgoing messages, choose:
- Follow the inbox and account rules (default).
- Always show this agent's name — the name appears on every message they send, in any inbox.
- Never show this agent's name — the name does not appear, even if the inbox or the account require it.
On the agents list, an agent set to "always" or "never" is marked on their own row; this mark is shown to administrators only.
The order of precedence is: the agent's rule, then the inbox rule, then the account rule. Only when none of them forces or forbids it does the preference the agent set in their own profile apply; when the administrator chose "always" or "never", the profile option is shown locked with the explanation.
Administrators are not bound by these rules: each administrator decides in their own profile whether the name appears on the messages they send. That is why the choice is not offered when editing a user with the administrator role.
Behaviour change: before this version, the option "Require the agent name on every outgoing message" also bound administrators. It now applies to agents only. An administrator who wants to keep the name on their messages must turn the option on in their own profile.
Use cases
Use this feature to make it clear which person replied when several agents work in shared channels.
Tips, limits & best practices
Only sent messages are changed; private notes and incoming messages are not. Channels without formatting support show the name as plain text.
Troubleshooting
If the name does not appear, confirm that the feature is enabled for the account and that the agent profile has a display name or full name.
See also
- Getting started See the article about profile settings and personal message signatures.