How to display only firstname/lastname on ChatDescriptionHow to display only firstname/lastname on Chat. OOB Behavior is to show username[Firstname + Lastname] on Chat. Procedure To display only firstname / lastname on Chat, there are couple of places where modification is required. Live_profile. This table stores records pertaining to an individual user's profile. On Chat, Name will be displayed from this table. KB0656237 - How to update the agent's name displayed on Connect Chat without updating the sys_user record. Business rule https://YOUR-INSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=218b6d329f2212005cec3b8eb42e7050 https://YOUR-INSTANCE.service-now.com/nav_to.do?uri=sys_script.do?sys_id=c06128104fc62e00f67c671e0210c780Above Business rules will update live_profile record if there is any changes in Name. Dictionary Entry for name field on sys_user table Name field is calculated field which currently concat firstname and lastname. https://YOUR-INSTANCE.service-now.com/nav_to.do?uri=sys_dictionary.do?sys_id=632ba81055312300aadbd038fa9eec82%26sysparm_view=advancedWhen new user as agent accept chat then new entry will be created in live_profile table and name will be populated from dictionary entry of name. Overall, following changes are required. Change business rule to assign only firstname to live_profile.nameChange calculated value for name field and return only firstname. [ Once this change is done, it will affect on entire system the way name is displayed for ex. Assigned_to, requested_for.]Remove existing live_profile records or correct name for existing live_profile records. Remove existing live_group_profile entries. Sometimes system brings names from caching of live_group_profile table so its better to delete entries in order to avoid caching issues of name.