How to stop operators from changing the client name and view the name history?

The role right «Editing the client name» decides whether operators with this role can change the client's name on the client card and the dialog title in the chat header. When the settings audit log is enabled on the instance, the client card has a «Name history»: who changed the name, when and where, «before → after».

When you need it

The client name comes from your CRM or from the channel, and operators must not overwrite it.
You need to find out who changed a client's name and when.

What to know

The right is on by default in every role, including roles created before the update: until you clear the checkbox, operators change the name as before.
Root can always change the name, whatever the checkbox says.
The name history works only with the settings audit log enabled (Instance settings → System → Settings Audit Trail, see Settings audit log). While the log is off, name changes are not recorded and the card has no «Name history» button. The name lock does not depend on the log.
The right covers two places: the name on the client card (name, first and last name) and the dialog title in the chat header. In email dialogs (the header shows the mail subject) and in tickets (the ticket name) the header works as before — that is not the client's name.
Other card fields (phone, email, custom fields) can still be changed by an operator without the right.
A name changed by a bot scenario, by a client import or through the API is not blocked by the right and is not added to the history.
Works in the new design of the operator panel. In the old design the pencil next to the name stays, but an operator without the right cannot save a new name — a generic save error appears.

Before you start

You are logged in as an administrator who can edit roles (Settings → Roles).
For the name history: a root administrator has enabled Settings Audit Trail in instance settings.

Steps

1. Clear the right in the role

Open Settings → Roles and select the operators' role (see Configure roles).
In Additional settings of the Operator panel, clear «Editing the client name».
Click «Save».

2. What an operator with this role sees

On the client card there is no pencil next to the name — the name is plain text.
In the chat header the dialog title cannot be edited, there is no pencil.
If the operator tries to save a name from a tab opened earlier, the message «Your role is not allowed to change the client name» appears and the name stays the same.

3. View the name history

Open the client card in the operator panel.
Under the name, click «Name history».
The window lists changes, newest first: who · when · where (Client card or Chat header) and field: «before» → «after». An empty value is shown as «—».

What happens next

Operators whose role lacks the right cannot change the client name on the card or in the chat header.
While the settings audit log is enabled, every change of the name on the card or of the dialog title in the header (by anyone with the right, and by root) is added to the name history.

How to check it worked

Log in as an operator with this role and open a chat: there is no pencil next to the name on the card or in the header.
Change a client's name as root — a row with your name and the place «Client card» appears in «Name history».

Limitations

The history is kept for 180 days; changes made before the update or while the settings audit log was off are not shown.
Only changes from the client card and the chat header are recorded.
Everyone who sees the client card sees the history, including operators who cannot change the name.
After the name is changed on the card, the dialog title in the header and in the chat list may keep the old value — these are separate fields.
Root also sees these changes in the settings audit log, under «Client name» (see Settings audit log).