Create a Sent From name for customer portal conversations

[-K-C-M-]

In the customer portal, we respond from a Customer Care HubSpot account where the first name of the account is Customer and the last name is Care. So when we respond to a customer's message from the customer portal in the Help Desk, the response name in the customer's view just says from "Customer" and we need it to say from "Customer Care"

Any workarounds on this? 

[karstenkoehler · Accepted solution]

Hi @-K-C-M-,

Not within HubSpot, no. It's currently not possible in the customer portal to decide to display both first and last name. You could request this in the HubSpot Ideas section of the community for the product team to review: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

I've tried to escalate this in the past, as the first name only display is simply unprofessional in B2B and some industries but no luck so far.

The best workaround I see for you is to simply change the first name to "Customer care" and the last name to "from [your company name]". That should still work for all other areas where the address is used and means it'll correctly display in HubSpot.

Best regards

[jolieadam · Accepted solution]

@-K-C-M- This is on our radar and we'll have an update for this within a month where you can choose what you prefer the agent name to be displayed as.

[karstenkoehler · Accepted solution]

Hi @-K-C-M-,

Not within HubSpot, no. It's currently not possible in the customer portal to decide to display both first and last name. You could request this in the HubSpot Ideas section of the community for the product team to review: https://community.hubspot.com/t5/HubSpot-Ideas/idb-p/HubSpot_Ideas

I've tried to escalate this in the past, as the first name only display is simply unprofessional in B2B and some industries but no luck so far.

The best workaround I see for you is to simply change the first name to "Customer care" and the last name to "from [your company name]". That should still work for all other areas where the address is used and means it'll correctly display in HubSpot.

Best regards