Amy and Andrew will look at how the name is saved in your contacts (how it appears on the "To" field of the email), and then they’ll look at the email address itself if any names are not saved in your contacts to determine the name(s) of your guest. This can sometimes result in switching the first and last name or referring to your guest by their company name incorrectly depending on the formatting. An email address like email@example.com could lead them to think the guest’s first name is Smith and their last name is Jane. We’re teaching Amy and Andrew to pick up on salutations in order to address guests better in their responses to avoid incorrect names being used.
One way to cue Amy and Andrew in on how you want them to address your guests is to edit the guest name on the "To" line when you loop them in. Since they look there for information on your guest's name, updating that will ensure they address them accurately.