Is there a way to show an alias when the chat flow connects a visitor to a hubspot user in livechat? i do not want to have to change hubspot user’s names, but it would be helpful if we could change the way the name looks to site visitors.
Good question. I checked documentation + community feedback for HubSpot.
Short answer: there is no reliable built-in way to show a separate “alias” (or pseudonym) for a real user when a chat flow connects a visitor to that user. Here’s what I found — and why your desired behavior isn’t available.
- There is an option to configure a “custom name and avatar” for a chat flow (on the initial widget or when the chat is started by a bot). That lets you display a generic or “team/brand” name instead of a real person.
- However, once the chat is handed off to a live agent (a real HubSpot user) the chat shows the user’s real name (as defined in their HubSpot profile) rather than the alias/branding.
- That limitation has been raised as a feature request multiple times in HubSpot’s Community forums.
- As of the latest documentation, the “custom branding / alias” setting only applies to the chat widget or “live-agent only flows” that are not preceded by a bot.
Therefore: if you combine a bot + live chat so that a real user picks up a conversation — which is common — the real user’s name will display.
Ok thanks,
So looks like a feature many have requested but not yet implemented. Ok we will setup a workaround in the meantime. Hopefully this is a change made soon.