bug: App tells Intercom that unknown users are literally named "Unknown User"

[SyntaxColoring]

Overview

• Intercom has a few places that identify users by first name. ("Hi, Max!")

• It has smart fallbacks for when it doesn't know the user's name. ("Hi, there!")

• The app accidentally circumvents those fallbacks by setting the user's full name to "Unknown User":

  

Steps to reproduce

1. Get a totally fresh Opentrons App installation. (You'll probably need to delete Application Support/Opentrons.)
2. Open a chat.
3. On Intercom, see that this is how you're identified:

Current behavior

The app sends this to Intercom upon first contact:

opentrons/app-shell/src/config/migrate.js

Line 66 in 1886fd1

name: 'Unknown User',

Expected behavior

I think the app should send name: null, but there's also a chance it should send name: "", or even not send a name at all. I haven't had a chance to look deeply into Intercom's user attribute semantics.

[SyntaxColoring]

As a quick partial fix, I've changed the Intercom chat box welcome message to "Hi there! 👋", ignoring the user's name.

Leaving this issue open because:

• The user's name is used in several other places throughout Intercom, and I don't think we'll always remember to account for this problem in each place.
• Data hygiene is desirable in itself.

[mcous]

This was an intentional decision to address the following:

• We assign a given app installation a unique ID to preserve identity across app openings (see App should generate and save a unique user ID for intercom #1999)
• In the absence of a known name or email, Intercom will display that user id in the inbound panel as the users name, which felt annoying at the time

The downsides of assigning the literal "Unknown User" to the name (e.g. having working fallbacks for an unknown name in automatic messages) seem to pretty clearly outweigh the downsides that lead us to implement Unknown User in the first place, but we should be aware that removing the default name will cause UUIDs to be displayed at the users' names on our end