How to change the Agent chat welcome messages?

[Jacob64]

Hi All,

Now i stumbled into something strange.
For our Chat functionality we configured only the CHAT agent and not the vitual agent setup. 
And due to opening window changes we need to change the welcome message of that agent chat.

As is:
When a user is reaching out to the Servicedesk by Chat and there is a servicedesk agent available the user get a message like "You can chat live with the ServiceDesk for questions 7:00 AM to 7:00 PM. Please be patient while we search for an available IT employee" And for other users speaking another laguage like dutch we have a dutch version of this text.
So now I need to change the text and for a strange reason I've been able to change the english version but the dutch version the txt stays unchanged.

I use the Conversational interfaces page to change this (now/conversation/settings/agent-chat)  as at other locations like the sys_ui_message list I can not find this message. (i do find similar messages there but they are not the right onces) and also other message locations with the same result. 
So appearently on our instance (which i did not configure) that specific Conversational interfaces page should be the page to use to change the welcome messages?

Appearently but as mentioned it works for the english version not for the dutch version!

Has any one an idea what is wring here? Where are the specific messages to be found and why only the english version and nog the dutch variant?

Many, many thankt in advance!!

Warm regards,
Jacob.

[Community Alums]

Hi @Jacob64 ,

Please follow the steps mentioned :

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/ta...

[Jacob64]

I'm familiar with that document and this did not help me at all.

The mentioned properties where not yet created there, eventhough the welcom messages was there, and creating them did not make any difference.
So appearently it was configured fifferent.

Problem for me is that I was not involved in the creation of this and there is no documentation about this at all. So i'm searchin for that famous neadle in a haystack at the moment.

Jacob.

[Johan van den H]

@Jacob64were you able to solve the issue?
We are starting implementation of integration of Teams chat as an extra channel on our ServiceNow instance and like you we are working in both English and Dutch so I think we might encounter similar issues.

[Arno Van der H1]

I just had the exact same issue and found it in the Agent Queue setup. Advanced Work Assignment > Settings > Queues > Agent Chat Queue. There you have the initial response, you change it in both languages by just changing the instance language and typing the Dutch text in there.