Agent Display Name control

[md-riaz]

Is your feature or enhancement related to a problem? Please describe.

Chatwoot currently only supports a single display name per agent, which is always visible across all inboxes. There is no way to hide or override this name, even in scenarios where agent anonymity is required — such as when operating under a brand or a shared support identity. This limitation restricts flexibility for organizations that manage multiple inboxes with different visibility requirements, and may unintentionally expose agent identity in sensitive contexts.

Describe the solution you'd like

Introduce more flexible display name controls, including:

Per-inbox agent display name override: Allow defining a custom agent display name per inbox. This enables the same agent to appear differently depending on the brand or use case of each inbox.

Per-organization display name override: Allow an admin to set a default display name override across the whole organization for a given agent.

Option to hide agent display name for selected inboxes: When enabled, hide the agent’s name entirely and instead display the inbox’s brand name as the sender identity.

These settings could be managed in the inbox or agent settings UI and enforced during outgoing messages.

Describe alternatives you've considered

Setting a generic name manually for each agent (e.g., “Support Team”), but this impacts all their conversations and doesn’t scale well across multi-brand inboxes.

Creating duplicate agent accounts per brand — but this increases management overhead and breaks unified agent reporting.

Additional context

No response

[pranavrajs]

@md-riaz Our philosophy is to make support feel more human, and masking agent names goes against that principle. Could you share a specific use case or an industry where name masking is particularly important?

[md-riaz]

Thanks for the thoughtful response, @pranavrajs
Totally understand the principle of keeping support human — and we appreciate that Chatwoot emphasizes this. However, in our case, we operate multiple brands across several countries, and often the same support agents serve chats from different regional websites.

This presents a few key challenges:

• Brand Separation & Reputation: If the same agent display name appears across all websites, it may confuse users or even harm the perception of brand independence — especially when two brands are meant to appear distinct to the end user.
• Rotational Agents / Handoff Flow: Agents often take turns responding in long conversations or in urgent other cases. In such cases, the end-user does not need to know they’re speaking to multiple people. Displaying different individual names while chatting can disrupt trust or continuity.

Tools like Tawk.to allow agents to join a conversation on behalf of another agent, showing a consistent name or persona to the customer while keeping internal visibility for supervisors/admins. That separation is very useful in multi-brand and managed support setups.

Our ask is not to eliminate human presence, but to allow configuration flexibility: some inboxes should feel personal and more human, while others should reflect a consistent brand voice. This would align Chatwoot with setups that are already common in BPOs, multi-brand SaaS, and regulated industries.