OOTB Virtual Chat Initial response

[Sarah Barnes]

Can anyone advise where the OOTB initial response message when clicking on Live Chat in teh CSM portal is set up. 

I have been through every single message that is OOTB in the Virtual Agent Designer (I may be in the wrong place), however I can't find the first message that comes up as a customer. 

The first message is : Hi, I'm your Virtual Agent. Let me know how I can help you today.

The second : What's your issue or request? Or take a look at what I can help with.

When I then write I want to speak to an agent - it goes through a flow which then transfers me to an agent - Again I have been through every single Flow and I can't seem to find the correct one - if anyone can help here, it would be extremely helpful. 

Thanks 

[Rahul Talreja · Accepted solution]

Hi @Sarah Barnes ,
Are you looking for the greeting message,
Check the link in your instance "/sys_properties.do?sys_id=a9ca0ce473411300493c67a6fbf6a779&sysparm_record_target=sys_properties&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=nameSTARTSWITHcom.glide.cs.general.welcome_message%5EORDERBYDESCsys_updated_on"

And Also check for "/sys_ui_message.do?sys_id=0d2c6eeb3b7000109cbbcea234efc4de&sysparm_view=&sysparm_record_target=sys_ui_message&sysparm_record_row=1&sysparm_record_list=language%3Den%5EmessageCONTAINShi%5EkeyCONTAINSvirtual&sysparm_record_rows=3"

Out of these two links, I hope you will find out the message which you desire to edit.

[Rahul Talreja · Accepted solution]

Hi @Sarah Barnes ,
Are you looking for the greeting message,
Check the link in your instance "/sys_properties.do?sys_id=a9ca0ce473411300493c67a6fbf6a779&sysparm_record_target=sys_properties&sysparm_record_row=1&sysparm_record_rows=1&sysparm_record_list=nameSTARTSWITHcom.glide.cs.general.welcome_message%5EORDERBYDESCsys_updated_on"

And Also check for "/sys_ui_message.do?sys_id=0d2c6eeb3b7000109cbbcea234efc4de&sysparm_view=&sysparm_record_target=sys_ui_message&sysparm_record_row=1&sysparm_record_list=language%3Den%5EmessageCONTAINShi%5EkeyCONTAINSvirtual&sysparm_record_rows=3"

Out of these two links, I hope you will find out the message which you desire to edit.

[Sarah Barnes]

Thanks Rahul it was the 2nd of the 2 where both the messages were. So that is the 1st part of the puzzle sorted. Now I need to understand what the next triggers are. 

[Rahul Talreja]

Hi @Sarah Barnes ,
For second one, you can refer to the thread link of @Mark Roethof i.e. Solved: how to disable the " what's your issue or request?... - ServiceNow Community .
Here you can find out how to modify it.
Hope this will solve your query.

[Mark Roethof · Accepted solution]

Hi there,

Can you share an image of which message(s) you exactly mean? Some messages are within topics, some are not. Though you can definitely change all of them (through sys_ui_message or sys_translated_text, etc)! Is that your question, to update a message?