What is Teammate Alias?
In today’s world, balancing personal privacy with exceptional customer support can be challenging. That’s why we’re excited to unveil Teammate Alias—a feature designed to protect your team’s personal identities while maintaining a human touch.
With Teammate Alias, teammates can use an alternate name and email, shielding their real identity when interacting with users and leads. Whether it's for privacy, security, or just keeping things streamlined, this feature allows support agents to toggle an alias identity on or off, ensuring they have complete control over how they present themselves to customers.
How to set up an alias
Step 1: Edit profile
As an alias is associated with a teammate's profile, each teammate goes to their profile to create their alias. To visit your profile, click on Profile from the main navigation menu, then click on your name.
Click Edit on your profile, and then select the "Hide identity from users" checkbox.
Note: The teammate aliases feature does not allow for different profile pictures. The alias covers only primary identifiers, such as name and email.
Step 2: Enter alias name
When hide identity is checked, you can enter an alias name. This name will replace your real name for the specific workspace that you are working in. If you want to apply this across other workspaces, you will need to enable them individually.
Adding a name is the only required part of setting up your alias. When you have added your name, you can click Done and your Teammate Alias is set up.
Note: If you want to hide your email address too, you'll need to set up your alias email. 👇
Step 3 (optional): Set alias email
Click on Alias email option to hide your email. This will list all the possible alias emails you are able to choose from.
After you have selected the email, you'll need to click Save and then Done on your profile to save the selected email.
Note: The exact emails used in your workspace may depend on your workspace email settings, but by setting this up you'll be able to protect your personal email.
For an optimum experience, ensure you have an authenticated non-personal email addresses in your workspace email settings.
What customers will see
Intercom uses your name in different ways across its features. The Teammate Alias feature protects your real identity by replacing your name with your alias where it's needed for each feature.
Here are some examples, where the alias name is set to John Smith:
Area | Alias to users |
Articles | John Smith |
Email support | John from Acme |
Messenger | John |
What fellow teammates will see
Fellow teammates will continue to see you by your real name in Intercom. Your alias is just customer-facing. This helps maintain efficiency and clarity in features like inbox assignment, mentions, and reporting.
Note: Your alias will be visible to anyone visiting the Teammates page in workspace settings. Here, they'll be able to see the alias name and email you've chosen.
FAQs
How can I turn off alias?
How can I turn off alias?
To turn off your alias, uncheck the "Hide identity from users" checkbox in your profile. Any name or email selected will be stored for the next time you turn it on.
What happens to pre-existing customer support conversations and tickets?
What happens to pre-existing customer support conversations and tickets?
Any correspondence that's already been sent to the user (e.g. an email) revealing your real identity will still be visible to them. Anything else will use your alias as soon as you set it up.
So, in an email conversation, you could go from sending with your real name and email, set up your alias, and the next time you send you'll be sending as your alias name and email.
If I don't set an alias email, in what scenarios will my email be visible to customers?
If I don't set an alias email, in what scenarios will my email be visible to customers?
If you choose not to set an alias email, your email will be visible to customers in the following scenarios:
When sending new email conversations.
When replying to email conversations, depending on workspace email settings.
Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts