Customize Contact Support Form

[Jimmy Panagakos]

Is it possible to customize the below form to reomve "Send Email" option? Or alternatively, how to edit the email address associated with the form?

Thanks!

[SatyakiBose]

Hello @Jimmy Panagakos 

Please follow the steps below to deactivate or change any of the menu option on the virtual agent widget.

1. Navigate to sys_cs_branding_setup table.
2. Check which branding is currently being used on the virtual agent.
3. open the branding you wish to change
4. Scroll down to Menu Items related list.
5. Check for label - Send Email to Customer Support
6. You can now modify the value to any email id you wish to, or
7. Set the visible flag to false so that it is no longer visible in the virtual agent window.

[SatyakiBose]

Alternatively, you can find the email menu item here:

https://XXXXXX.service-now.com/va_branding_contact_menu_list.do?sysparm_query=type!%3DIcon%5EORtype%3DNULL&sysparm_view= 

Please refer to the product doc here: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/task/set-up...

[prithatcs]

Hello @SatyakiBose 

Earlier if am not mistaken, we had a separate module for virtual agent branding.

On my PDI, I do not see it any more.

Has it been changed?

[Rahul Priyadars]

Navigate to Conversational Interfaces.

Regards

RP