Requesting the ability to prevent our customers from being able to see our agents full names and email address

We have SAML set up with Azure AD. We have some security concerns providing the full names of our agents to our customers. There are several places that I have already been able to customize to show a generic name, such as "agent" instead of our agents' full names. However, not all sections have the ability to be customized. One such area is the chat message history within the app. I tried to replaced the UserDisplayNameAttributeKey as suggested by a ConnectWise Support Rep, but this value was replaced with the users’ email addresses in the chat section. Between our email addresses and the phone conversation, our customers can piece together our agents full name. So this still doesn’t resolve our issue. We need the ability to prevent our customers from being able to see our agents full names and email addresses while still maintaining single sign on.