Activate Use of Agent External Name
  • 14 Apr 2022
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Activate Use of Agent External Name

  • PDF


Agents can set an external name in the Gladly Profile to attain a level of anonymity. This way, they have some control over exposing their name in outbound communications. When used in an Answer, the external name replaces Agent's Name and Agent's First Name variable. For outbound emails, the Agent's external name and email address appear on outbound emails. 

Note - External Name field is not visible unless External Name setting is activated
The External Name field in the profile is only visible if this feature is activated.

Because this setting is active by default, you must deactivate the External Name setting if you want to stop the use of external names for outbound emails and Answers. 

  1. Click the menu icon on the top left corner of the screen.
  2. Click Settings.
  3. Under the People category, click Users
  4. From the Users page, click Settings.
  5. Click the Activate external name toggle.
    • To activate the setting, click the gray toggle to switch it on (changes to green color).
    • To deactivate the setting, click the green toggle to switch it off (changes to gray color).

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