Change the greeting message of Virtual Agent

[Aman Trivedi1]

Hi All,

I have a little tricky requirement to change the greeting message of Virtual agent.

Requirement: I need to change the greeting message of virtual agent.

Now what they have done, they just created a new topic and that topic is used in two portals 

1. Custom Portal

2. Employee Portal

Now they want to change the greeting message, but the issues if we are changing/modifying the greeting message in there topic, then changes will also reflect on other portal which they do not want.

IS THERE ANY ALTERNATE WAY TO CHANGE THE GREETING MESSAGE ONLY FOR EMPLOYEE CENTER PORTAL

Thanks in Advance

[Paul Curwen]

Go to Conversational Interfaces > Home

Click Settings (top of page)

On the left side menu select Virtual Agent

Select Custom greetings and setup 'View All' button from the options presented

Create a new Custom greetings setup record with the conditions set to the Portal you want

The records are stored in the following table: sys_cs_context_profile

PS I believe you need professional or enterprise license to have multiple Custom greetings using this method, check this with your account manager. You will not be able to create a new record in a PDI for example. 

If you are not licensed then there is a manual method see: https://www.servicenow.com/community/virtual-agent-nlu-forum/how-to-have-multiple-greetings-at-once/...

Also be aware of this gotcha: 

 https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1005075

[Aman_t]

Hi @Paul Curwen 

I did all the configuration as you suggested but still it is not working.

I have a created a new Custom greeting and setup and also a created a new greeting setup topic and In custom greeting greeting and setup conditions, I have put the specific portal name so that this custom greeting will only work for employee center portal but it is still affecting different portals.

How Can I make this for specific portal so that in other portal no changes reflected there. 

[Aman_t]

Hi @Paul Curwen 

I did all the configuration as you suggested but still it is not working.

I have a created a new Custom greeting and setup and also a created a new greeting setup topic and In custom greeting greeting and setup conditions, I have put the specific portal name so that this custom greeting will only work for employee center portal but it is still affecting different portals.

How Can I make this for specific portal so that in other portal no changes reflected there. 

[Amit Verma]

Hi @Aman Trivedi1 

Refer below documentation for your requirement -

https://docs.servicenow.com/bundle/xanadu-conversational-interfaces/page/administer/virtual-agent/ta...

You can put a condition for specifying the portal as shown in the screenshot of the documentation.

Thanks and Regards

Amit Verma