Allow each support agent to set an optional public display name separate from their internal first and last name. Use the alias across customer-facing surfaces, including the widget, chat bubbles, and email notifications, while retaining the real name for inbox views, assignment, logs, reports, exports, search, and filtering. Empty aliases should fall back to the current first/last-name behavior. This supports privacy-sensitive teams serving minors or other vulnerable audiences without losing internal accountability. Nice-to-haves: workspace-level alias patterns for new agents, API support to manage aliases, and separate public avatar handling.