Specialist Notes:


We can go ahead and reset the user's username in FreshChat. 

Users also have the ability to use the 'Forgot Username' link on the portal login page so they may come into chat indicating that they've already tried this or had some sort of trouble, regardless we want to assist them in chat with the username. 


Standard Response:


I would be happy to confirm your username for you! Kindly note, it should be your full work email address.