How to activate open issues greetings in virtual agent ?

[Balakrishna_ABK]

[SN_Learn · Accepted solution]

Hi @Balakrishna_ABK ,

Please have a look at the below ServiceNow Doc:

Change the Virtual Agent greeting messages in the Greeting setup topic 

Personalized Virtual Agent "Greetings" topic 

Mark this as Helpful / Accept the Solution if this helps

[Sohail Khilji]

Hi @Balakrishna_ABK ,

This is attainable, you will need to copy the OOTB topic for greeting message, i assume the name will be > search for  '*greeting'

Here before the greeting message you need to create a script that get the count of open records and present it in a hyper link as message on greeting.

after topic customization you can replace the new greeting topic with old  greeting topic in system setting of virtual agent.

I hope this helps...