To All Our Valued Users, Thank you for choosing tawk.to and for reaching out. We currently don't have a feature that will automatically include your customer's name in the message. An alternative way to capture your customer’s details is to use the Pre-Chat form. The form will require the visitor to fill in the fields such as their name and email address, a phone number and location. Once you have retrieved your customer’s information, you can send them a personalized message. You can even create shortcuts for repetitive replies and add their name before sending the message. These canned responses can be used while chatting with visitors. They save you time and make sure your responses are accurate and consistent. They also ensure spelling and grammar are correct. Please note: The Pre-Chat form can act as a deterrent to some visitors and in turn reduce your engagement rate. Statistically, using the Pre-Chat form is known to reduce engagement by up to 37%. Learn more about PRE-CHAT FORM: https://help.tawk.to/article/using-the-pre-chat-form Learn about SHORTCUTS: https://help.tawk.to/article/creating-and-managing-shortcuts . If you have any other questions, require assistance, or just want to talk to someone at tawk.to, here is our calendar link: https://calendly.com/tawk-to-support/tawk-to-customer-support. We're happy to help!