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Configuring the email bot to display a user name in emails

Updated on February 24, 2021

Modify your system to display a user name in a specific format by default in emails that customer service representatives (CSRs) process in the Email Manager and Case Manager portals for your application. As a result, you fine tune the user experience of these portals to the requirements of your organization, making the system both easier to use and more user friendly.

For example, you can configure the system to display the user's first and last name, separated by a period, in a reply.

To customize your system to display a user name in a specific format in emails, you configure the pyGetDisplayNameForEmailAddress data transform rule for the Work-Channel-Triage class. By default, the system displays the user's name in the reply in the following format: LastName.FirstName.

  1. Switch to Dev Studio.
  2. In the navigation pane of Dev Studio, click App, and then search for the Work-Channel-Triage class.
  3. Expand the Data ModelData Transform section for the Work-Channel-Triage class, and then click pyGetDisplayNameForEmailAddress.
  4. In the pyGetDisplayNameForEmailAddress data transform rule, configure the actions and target parameters to format the display name or email address in emails.
    For more information, see Configuring a data transform.
    For example: Edit the data transform rule to configure emails to always display a user name in the following format: <LastName>, <FirstName>.
  5. Save your changes by performing one of the following actions:
    • To save the rule that belongs to a locked ruleset to an isolated sandbox so that you can test your changes, click Private edit.

      For more information, see Performing a private edit.

    • To save the rule to a ruleset, click Save as.
  6. Switch back to App Studio.
  • Previous topic Configuring how the email bot handles a reply to forwarded emails
  • Next topic Overriding the default language for an Email channel

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