How do I make an Agentforce Service Agent greet a user by name?

Create a field on the Messaging Session object, populate it with the logged-in user’s name through an inbound Omni-Channel flow, and expose it as an Agentforce context variable. Then reference that context variable in the Agent Script greeting.

Can Agentforce greet guest users by name?

Not automatically, unless you collect a name during pre-chat or identify the visitor through another approved process. For guest users, use a neutral greeting such as “Hi there, how can I help?”

Which field should I use for the Agentforce greeting?

For most customer-service chats, use the User FirstName field. It creates a friendly greeting and avoids exposing more personal information than necessary.

Why is my Agentforce agent not showing the user name?

Check each step in the data flow: the hidden pre-chat field, messaging custom parameter, parameter mapping, flow input variable, User lookup, Messaging Session update, and context-variable field inclusion. Also confirm that you activated the latest flow and agent versions.

Can I use Agent Script instead of a system message?

Yes. Agent Script is a strong option when you want explicit variables, greeting rules, fallback behavior, and reusable logic. A system message works for a simple setup, but it gives you less structure.

Can I use this approach for an employee agent?

Yes, the same pattern works for an employee-facing Agentforce agent if you can reliably identify the logged-in user and pass their details into the agent context. Keep the context limited to data the employee should access.

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Agentforce Service Agent Greet Users by Name with Agent Script Builder

Updated August 28, 2026 by Shubham

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