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CCAI Platform lets an agent substitute an alias for their real name
when communicating with end-users. Administrators can configure agent aliases
manually or with a bulk upload. An agent can configure their own alias if they
have permissions. Administrators can also add an agent alias attribute to a chat
shortcut.
Agent aliases are displayed to end-users only with the mobile and web SDKs.
Agent aliases are not used in reporting.
Add an agent alias to a user
To add an agent alias to a user, follow these steps:
Click menuMenu, and then click
Settings > Users and teams.
In the All users pane, in the row for the user that you want to add an
agent alias to, click more_horizMore, and then click Edit user. The Edit a user dialog
appears.
In the Alias (Optional) field, enter the agent alias, and then click
Update.
Do a bulk import of agent aliases
To do a bulk import of agent aliases, follow these steps:
Click menuMenu, and then click
Settings > Users and teams.
Click Bulk user management, and then click Upload users. The
Import users pane appears.
Click Template. The bulk_user_manage_template.csv template downloads
to your computer.
Open bulk_user_manage_template.csv.
In the Alias column of the template, enter an agent alias for each user
that requires one.
Save and close bulk_user_manage_template.csv.
In the Import users pane, browse for bulk_user_manage_template.csv
on your computer or drag the file into the pane.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eCCAI Platform allows agents to use an alias instead of their real name when communicating with end-users via mobile and web SDKs.\u003c/p\u003e\n"],["\u003cp\u003eAdministrators can manually configure agent aliases or use a bulk upload feature for multiple users.\u003c/p\u003e\n"],["\u003cp\u003eAgents can be granted permissions to create and manage their own aliases through the user profile settings in the CCAI Platform portal.\u003c/p\u003e\n"],["\u003cp\u003eThe platform provides a template to perform the bulk upload of agent aliases, allowing a simplified configuration process for many users at once.\u003c/p\u003e\n"],["\u003cp\u003eAgent aliases can also be added when creating a user on the platform, or through the editing of an existing user.\u003c/p\u003e\n"]]],[],null,["# Agent aliases\n\nCCAI Platform lets an agent substitute an alias for their real name\nwhen communicating with end-users. Administrators can configure agent aliases\nmanually or with a bulk upload. An agent can configure their own alias if they\nhave permissions. Administrators can also add an agent alias attribute to a chat\nshortcut.\n\nAgent aliases are displayed to end-users only with the mobile and web SDKs.\nAgent aliases are not used in reporting.\n\nAdd an agent alias to a user\n----------------------------\n\nTo add an agent alias to a user, follow these steps:\n\n1. Click menu **Menu** , and then click\n **Settings \\\u003e Users and teams**.\n\n2. In the **All users** pane, in the row for the user that you want to add an\n agent alias to, click more_horiz\n **More** , and then click **Edit user** . The **Edit a user** dialog\n appears.\n\n3. In the **Alias (Optional)** field, enter the agent alias, and then click\n **Update**.\n\n| **Note:** You can also create an agent alias when creating a user. For more information, see [Add users](./agent_team_configuration/team.md#add-users).\n\nDo a bulk import of agent aliases\n---------------------------------\n\nTo do a bulk import of agent aliases, follow these steps:\n\n1. Click menu **Menu** , and then click\n **Settings \\\u003e Users and teams**.\n\n2. Click **Bulk user management** , and then click **Upload users** . The\n **Import users** pane appears.\n\n3. Click **Template** . The **bulk_user_manage_template.csv** template downloads\n to your computer.\n\n4. Open **bulk_user_manage_template.csv**.\n\n5. In the **Alias** column of the template, enter an agent alias for each user\n that requires one.\n\n6. Save and close **bulk_user_manage_template.csv**.\n\n7. In the **Import users** pane, browse for **bulk_user_manage_template.csv**\n on your computer or drag the file into the pane.\n\n8. Click **Process**.\n\nFor more information, see [Bulk user management templates](./agent_team_configuration/team.md#bulk-user-management-templates)\n\n### Let agents create their own aliases\n\nYou can grant agents permissions to create their own aliases.\n\nTo grant an agent permissions to create their own alias, follow these steps:\n\n1. In the CCAI Platform portal, go to **Settings \\\u003e Users and teams**.\n\n2. Click the **roles and permissions** tab.\n\n3. In the **agent** row, click **Visibility** . The **edit role** display\n appears.\n\n4. In the **user profile** row, click **expand**.\n\n5. Select the **agent alias** checkbox, and then click **Update**."]]
