OOTB Virtual Chat Initial response

Sarah Barnes
Tera Contributor

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 

2 ACCEPTED SOLUTIONS

Rahul Talreja
Mega Sage
Mega Sage

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.

Please mark my response correct/helpful as applicable!
Thanks and Regards,
Rahul

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Mark Roethof
Tera Patron
Tera Patron

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?

 

Kind regards,

 

Mark Roethof

Independent ServiceNow Consultant

10x ServiceNow MVP

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5 REPLIES 5

Thanks Mark, I wanted to determine where the messages were and then try to find which Flow they are being activated from, as the I want to speak to an Agent is obviously a phrase that is recognised, which then kicks off a queue to pass to a Live Agent when there is an Agent available. However as I don't have any Agents available I am getting there are No Agents available message. 

 

Do you know what flow this is?