Bot identity helps the customer realize that he is talking to a chatbot and not to a human, which will affect the nature of the conversation due to the limitation of words that the chatbot can understand.
Where is the identity placed?
Every chatbot has an identity that differs from one business to another, and it is customized based on desire. This identity will remain at the header of each message until one of the users starts replying to the customers.
When the user starts replying to the customers, the chatbot identity will disappear, and the name of the user will appear to the customer.