Custom Greeting affecting another portal

[TharaS657398130]

Hi

I have a custom greeting - Hi this is your abc how may I help you which I have implemented in my company's shared instance for my abc project . Its for Now Mobile chat to show.

A issue was raised that in sd portal virtual agent too that greeting showed up where it should actually show Hi this is your xyz(company) virtual agent which has been default for everything.

I changed the domain, order and tried various other workarounds like writing conditions to the greetings. But this is not yet resolved.

I want to understand why this is happening, only 1 greeting is default for the whole instance? and any fixes or workarounds for it?

Thank you

[vaishali231]

hey @TharaS657398130 

This is a known behavior in Virtual Agent and what you’re seeing is expected based on how greetings are evaluated.

Virtual Agent greetings are instance-wide configurations, not inherently tied to a specific channel (Now Mobile vs Service Portal). At runtime, the system selects one greeting based on:

1. Order (priority)
2. Condition (if defined)

If your custom greeting (Hi this is your abc...) has:

1. A lower order value (higher priority), or
2. No / broad condition

then it becomes eligible for all channels, which is why it is also appearing in the Service Portal instead of the default xyz greeting.

Also, domain separation does not influence greeting selection, so changing domain will not control where the greeting appears.

Solution 

To achieve different greetings per channel, you need to explicitly control them using conditions.

Example configuration:

Now Mobile Greeting (abc)

Condition:

vaSystem.getChannel() == 'mobile'

Service Portal Greeting (xyz)

Condition:

vaSystem.getChannel() == 'web'

Order

Ensure the mobile-specific greeting has higher priority if needed (lower order number)

 Alternative approach 

If greeting conditions are not consistently working in your instance, a more reliable pattern is:

Use a pre-chat topic / initial topic

Display greeting dynamically based on channel:

if (vaSystem.getChannel() == 'mobile') {

  return "Hi this is your abc...";

} else {

  return "Hi this is your xyz virtual agent...";

}

This avoids dependency on greeting evaluation logic and gives you full control over messaging.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

[vaishali231]

hey @TharaS657398130 

Hope you are doing well.

Did my previous reply answer your question?

If it was helpful, please mark it as correct ✓ and close the thread . This will help other readers find the solution more easily.

Regards,
Vaishali Singh

[TharaS657398130]

Hi

As already stated, I have tried changing the orders as well set the conditions and stll not working.

[Tanushree Maiti]

Refer this KB KB1001846 How to show different greeting messages with respective portals 

KB1005075 In Virtual Agent - how do you render the expected Custom Greetings and Setup. 

Check this Servicenow doc : Configure a Virtual Agent chat experience 

Also refer this post:

How to have multiple greetings at once