Display Names
The Display Names tab controls what visitors see your support agents called in the chat. You can present a single shared name (like “Support”) or let each admin use their own name.
Table of Contents
Display Name Mode
Two modes, chosen with a radio button:
- All admins share one display name (default) — every admin reply appears under the same name, regardless of which admin actually sent it. Good for a unified, branded support voice (“Support”, “The Acme Team”).
- Each admin chooses their own display name — replies appear under each admin’s individual chat name, so visitors see who they’re talking to.
Used when the mode is shared. This is the single name shown to visitors for all admin replies. Default is “Support”. Set it to whatever fits your brand — “Support”, “Acme Help”, “Concierge”, etc.
This name is also used as the sender name for bot / auto-reply messages, so it’s the name visitors associate with the chat overall.
Your Chat Display Name
Used when the mode is individual. Each admin sets their own chat name here, and it’s saved per-user (in user meta) — so every admin configures their own. If an admin hasn’t set one, their WordPress profile display name is used as a fallback.
Because it’s per-user, each admin should open the Display Names tab themselves and set the name they want visitors to see.
How it appears to visitors
In the chat window, each non-visitor message shows a small sender label above the text:
- Shared mode → always the Shared Display Name.
- Individual mode → the replying admin’s chat name (or their profile display name as fallback).
Visitors never see WordPress usernames or email addresses — only the display name you configure here.
Interaction with Discord
If you reply from Discord (via the companion bot) rather than wp-admin, the name shown to the visitor comes from your Discord display name, not the Display Names setting — because the reply originates in Discord. The Display Names modes above govern replies sent from the WordPress admin. Keep that in mind if you want a consistent agent identity across both: align your Discord nickname with your chosen chat name.
Quick recommendations
- Running a brand-first support desk? Use shared mode with a clean name like “Support”.
- Want a personal touch or a multi-agent team where visitors should know who’s helping? Use individual mode and have each agent set their name.
- Either way, the Shared Display Name still matters because it names your auto-reply/bot messages.
