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Modify thread display in history

in Reporting & Analytics for B2C Service 2 comments

Hi Team,

Our client wants to update the customer name used when thread history is sent to/is visible to clients. For the portal, the labels for the header can be modified to use custom fields by creating a custom widget, but the labels within the thread cannot. We are unable to find a way to modify within the console and for message templates. Does anyone know of a way that these labels can be modified for both scenarios?

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