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Your Display Name in Connie

For security and privacy reasons, Connie shows two different versions of every agent's name depending on who is looking. Internal surfaces (the ones your team sees) show the full "First Last" — that's what you, your teammates, and your supervisors need to do the work. External surfaces (the ones the people you serve see) show an abstracted version like "Olivia T." instead of "Olivia Thompson" — that protects your staff from being personally identifiable to third parties outside your organization.

Where your name shows up​

SurfaceAudienceWhat rendersExample
Teams View (Supervisor)Internal — your supervisor and adminsFull First LastOlivia Thompson
Agent panel (top-right of Connie)Internal — you, on your own screenFull First Last + activity statusOlivia Thompson · Available
Reports and activity logsInternal — admin / supervisor / funder reportingFull First LastOlivia Thompson
Incoming task notifications (call / chat / SMS / WhatsApp)Internal — you, when work is routed to youFull First Last"New task assigned to Olivia Thompson"
Webchat headerExternal — the website visitor chatting with youAbstracted (First + last initial)Olivia T.
Voicemail / callback voice promptsExternal — the callerAbstracted"You'll be called back by Olivia T."
Outbound email channelExternal — the email recipientConfigurable per deployment; defaults to abstractedOlivia T.

📸 SCREENSHOT NEEDED — Andrea File path to save as: /static/img/managing-your-team/teams-view-display-name.png What to capture: The supervisor's Teams View page in Connie, with at least one row showing the full "First Last" of an agent. Highlight or arrow the name column. Why this shot matters: Anchors the "internal surface = full name" claim above. Replace this whole quote-block with: <div style={{textAlign: 'center', margin: '20px 0'}}><img src="/img/managing-your-team/teams-view-display-name.png" alt="Teams View showing full agent display name" style={{maxWidth: '800px', border: '1px solid #ddd', borderRadius: '8px'}} /></div>

📸 SCREENSHOT NEEDED — Andrea File path to save as: /static/img/managing-your-team/agent-panel-top-right.png What to capture: The top-right corner of an agent's own Connie screen — avatar + display name + activity status (Available / Unavailable / On a Task). Capture just the panel, not the whole screen. Why this shot matters: Shows agents what they see when they look at themselves. Replace this whole quote-block with: <div style={{textAlign: 'center', margin: '20px 0'}}><img src="/img/managing-your-team/agent-panel-top-right.png" alt="Agent panel top-right showing own display name and status" style={{maxWidth: '400px', border: '1px solid #ddd', borderRadius: '8px'}} /></div>

📸 SCREENSHOT NEEDED — Andrea File path to save as: /static/img/managing-your-team/webchat-header-external.png What to capture: The external webchat widget as a website visitor sees it, with the agent identified as "First L." (e.g. "Olivia T."). If possible, capture both states: the chat header and an in-line agent message bubble showing the abstracted name. Why this shot matters: Proves the privacy-preserving abstracted form. This is the page's single most important visual. Replace this whole quote-block with: <div style={{textAlign: 'center', margin: '20px 0'}}><img src="/img/managing-your-team/webchat-header-external.png" alt="Webchat header showing abstracted agent name to external visitor" style={{maxWidth: '500px', border: '1px solid #ddd', borderRadius: '8px'}} /></div>

📸 SCREENSHOT NEEDED — Andrea File path to save as: /static/img/managing-your-team/activity-log-internal.png What to capture: A reports or activity-log view showing one or more agent rows with full First Last names visible. Why this shot matters: Confirms reports surface full names for internal audit / funder reporting. Replace this whole quote-block with: <div style={{textAlign: 'center', margin: '20px 0'}}><img src="/img/managing-your-team/activity-log-internal.png" alt="Internal activity log showing full agent display names" style={{maxWidth: '800px', border: '1px solid #ddd', borderRadius: '8px'}} /></div>

When your name is correct​

In most cases your display name is set correctly the first time your Connie account is provisioned. There is nothing for you to do.

When your name is wrong​

Occasionally a display name shows incorrectly — most often as an email address — if the name field on the account was incomplete when it was created, or if changes were made after the agent's first login.

If your display name (or a teammate's) is showing wrong, open a support ticket with:

  1. The affected person's Connie email
  2. The correct First Last name as it should appear
  3. A short note about where you are seeing it wrong (Teams View? Agent panel? Webchat? Reports?)

We will fix it on the back end — typically within the same business day, often much faster.

📸 SCREENSHOT NEEDED — Andrea (OPTIONAL) File path to save as: /static/img/managing-your-team/display-name-wrong-example.png What to capture: An anonymized example of the failure mode — an agent showing as an email address (e.g. j.smith@example.org) instead of "Jane Smith." If a real example isn't available, this shot can be skipped or mocked up. Why this shot matters: Helps admins recognize the specific failure pattern so they raise the right ticket. Replace this whole quote-block with: <div style={{textAlign: 'center', margin: '20px 0'}}><img src="/img/managing-your-team/display-name-wrong-example.png" alt="Display name rendering as email address instead of First Last" style={{maxWidth: '500px', border: '1px solid #ddd', borderRadius: '8px'}} /></div>

Self-serve fix — on the roadmap​

A self-serve version of this fix is on our product roadmap. Until then, the ticket process keeps a clean audit trail and ensures the change is applied consistently to every place your name appears in Connie — internal and external surfaces, in one operation.