What's happening?
When updating the "First Name" of a contact during an active conversation, the changes are not immediately reflected within the conversation window. The updated name only appears after reopening or refreshing the conversation.
Reason:
This behavior is by design. When the "First Name" of a contact is updated, the active conversation does not automatically refresh to reflect the updated contact information.
Resolution:
To reflect the updated contact name within the conversation, the contact record needs to be relinked. By relinking the contact record, the system fetches the updated data, and the new name will then be displayed in the conversation.
More information: Search, link, and unlink records in Omnichannel for Customer Service | Microsoft Learn