Each customer now has one name everywhere — the Inbox, Customers, Follow-ups, the WhatsApp forms log, Growth, push notifications and the app — and automations use the same name for {customer_name}, read at the moment the message goes out.
The name is chosen in this order: the one set with Edit name; the name in your business phone’s contacts (a number on the WhatsApp Business app); the name given with + Add person or an import; the channel’s profile name. With no name, {customer_name} still says “there”.
- Edit name is in a customer’s panel in Customers and in the contact info of a conversation; in the app, on the client’s screen and in a conversation’s menu. It needs the Edit tags & VIP level for agents.
- Use the name from your phone (or Go back to «…») takes an edit away.
- Adding or importing a number Customers already has keeps its name: an import never renames anyone, and says who kept their name.