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Show the agent name on sent messages

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Conversa Labs

Conversa Labs

Last updated on Aug 12, 2026

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:

  1. The platform team (Conversa Labs) enables Outbound Agent Name Header for the account.
  2. Once unlocked, an account administrator decides, under Settings → Account → General, whether the identification should be mandatory for every agent.

Step by step

  1. Ask Conversa Labs to enable the Agent name on sent messages feature for your account.
  2. 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.
  3. Leave that option off to let each agent choose individually, or turn it on to require the name for every agent.
  4. 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.

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

See the article about profile settings and personal message signatures.