Creating and managing aliases

The instructions below are for desktops and laptops only.

Aliases let you answer chats under different names and images so you can protect your identity, represent a department, or tailor the persona you present to visitors. This guide shows how to create, edit, choose, and delete aliases.

An alias is an alternate display name and image you can use when joining a chat. Visitors will see the alias name, title (position), and image instead of your personal profile.

Aliases help you present the right identity — whether that’s protecting your privacy, representing a department, or tailoring a persona for a specific audience or market.

You can create up to 30 aliases per account.

For mobile steps, see these guides:

How to add, change, or delete an alias on iOS

Follow these steps:

1. Click your profile image in the bottom left corner of your dashboard.

2. Click Edit Profile.

3. Click Aliases in the left menu.

4. Click Add Alias.

5. Choose an Alias Image: click the three-dot button and select Upload Photo, Select Avatar, or Take Photo. This is the image customers will see when you join the chat with this alias. We recommend an image with at least 512 × 512 pixels.

6. Enter the Display Name and Position Title. These appear to visitors in the chat.

7. Set Status to Enabled if you want the alias available immediately.

8. If you want this alias to be the default one used when you join chats, set Set as default alias to Yes.

9. Check the preview on the right and click Save.

• To edit an alias:
  Open Aliases, select the alias you want to change, update the image, name, or title, then click Save.

• To delete an alias:
  Select the alias and click Delete. Deleted aliases are removed immediately.

Before you reply to a chat, use the alias dropdown at the bottom of the chat window to pick which identity you want to use. Then click Join to enter the conversation under that alias.

• Keep it professional
  Choose alias names and images that align with your brand and meet customer expectations.
  
  

• Avoid misleading aliases
  Never impersonate real people or misrepresent credentials — this maintains honesty and avoids legal or ethical issues.
  
  

• Be consistent
  If multiple agents share a role, use department-based aliases (e.g., “Billing,” “Customer Care”) to set clear expectations for visitors.
  
  

• Preview before saving
  Always check how the alias will appear in chat, including the name, title, and image.
  
  

• Plan your alias list
  You can create up to 30 aliases per account, so allocate them thoughtfully to cover all necessary roles, languages, and campaigns.
  
  

• Profile vs. alias
  Your main account name and image remain your default profile. Use aliases only when you need a different display name or image in chats.

To learn more about aliases and profile images, see these guides:

How many aliases can I create?

How to change your profile image

How to personalize your live chat agent image

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