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The simplest example would be if a user may be known by several different names like Robert, Rob, or Bob. By adding the firstName+lastName together as a nickname (“Bob Stone”) you can allow users to be reached by the Intercom Voice Assistant without having to modify the original name used in the system.
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One example could be in a case where two users have the same first and last name, but one of those users primarily goes by a different first name. Like having two Roberts while only one goes by Rob. By setting the Nickname field with the nickname+lastname of the user (“Rob Stone”), this new prompt can be used by visitors to ensure they are routed to the correct person.
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