When Customer name is NotGiven | Voters

When Customer name is NotGiven

Brett Hickman

whenever a customer name is not given during the lead submission...the customer is given the name NotGiven NotGiven for first and last name.  So when the A.I. ask the customer to opt in to text messaging it says the following:  
"Good afternoon Notgiven! This is Steven Vincent from Serra Hyundai. May I text you? Reply YES to confirm, or reply STOP at anytime to end. Msg & data rates may apply."
Is there away for the A.i. to recognize that this is not an actual name and just start the request with "Good afternoon!  This is...."
It kind of make us look rude and unprofessional...and probably confusing for the customer...thanks
Brett Hickman Serra Hyundai 205-223-2894 cell

Shelby Parker

Thanks for posting this, Brett Hickman — totally hear you. Having the AI greet someone as “NotGiven” would definitely come across as unprofessional and could confuse customers. This feedback is really helpful; I’m sharing it with the team so we can look into having the system recognize placeholder names and adjust the greeting accordingly. If you’re able to share an example lead (with any sensitive info removed) or when you most recently saw it, that’d help us validate and reproduce it faster.