Business problem:
Customers want to make sure their contacts are aware of the agent's identity to encourage responses, avoid ignored conversations, and create a more personalized chat experience.
Desired outcome:
For supported channels, it would be good to automatically add and display the agent's name and their role/company name for every message they send out (in the footer and header). This will give visibility to the contact of who they are speaking, adding a personal touch to the conversation and security.