Incorrect / updated name when someone enters a chat

[kelliego11]

When a contact interacts with chat, most do not read thoroughly and don't put in their name.  Instead, they go straight to their problem.  This updates their contact with a ridiculous new contact name.  Is there a way to eliminate this problem?

Pleased don't rename my contact diesel exam.

[jennysowyrda]

Hi @kelliego11,

You can customize what the information collected in the first step is and what property it is associated with, so if you wanted the question to ask something other than "what is your name", you can change it.

Thank you,
Jenny 

[kelliego11]

Actually, you can't.  We have called into Customer Support and even they cannot change this.  If you have a way to do it, we would love to be wrong on this.

[jennysowyrda · Accepted solution]

Hi @kelliego11,

What type of chatflow are you using? You can change the text in the first bubble so that the information is saved to a different property (see screenshot) and then this information can be used to pull in a different response (which you can customize). 

For this example, I changed the personalization token from "first name" to "school", and then I customized the second bubble to populate a response appropriate to receiving a message stating there is an issue. 

See example here: 

If you are trying to create a different type of chatflow, please let me know.

Thank you,
Jenny

[kelliego11]

Thank you @jennysowyrda this really helped us get this figured out!