In legacy chat, you could use a merge field to greet the customer, I can not find anywhere in MIAW to do the same. I know you can create auto-messages in service cloud messaging channels but I can't see how you reference the customers name they entered in the pre-chat form.
I just want to say "Hello [Customer Name], how can I help you today?"
I'm just trying to create feature partity with legacy chat and finding it diffcult to.
Thanks @Sophie Barton @Maria Hamlett
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I also want to merge firstname in the system message something like in the screenshot. Logged-in user's firstname is available in MessagingSession record. @Emily Page
Is there any way we can achieve this?
