How to Locate and Modify the Welcome Message Sent When User Connects to Live Agent

Dotychczas
Mega Guru

‎11-06-2024 04:24 AM

Hello everyone,

I'm struggling to find the location to modify the automatic welcome message that is sent to users as soon as they connect with a live agent in ServiceNow. I’ve searched thoroughly, and here’s exactly what I’ve already checked:

  1. Chat Setup Settings – Reviewed all relevant configurations under Chat Setup. There is no option here for modifying the welcome message.

  2. sys_ui_message – I have thoroughly checked this table, and the specific welcome message isn’t listed here.

  3. sys_translated_text (Translation Table) – I searched through this table as well, but the message is not available here either.

I want to avoid redundant suggestions, so please read the above carefully before responding. Is there another table, setting, or script where this automatic welcome message might be stored, or is it hardcoded somewhere that requires a different approach to modify? Any detailed guidance would be highly appreciated.

Thank you in advance for any help!

Dotychczas_0-1730895877326.png

 

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T-GuyStephane
Tera Contributor

a week ago

Hello,

 

I hope you're doing well.

 

I'm not convinced that you're still searching for the answer to your question, but I discovered the message in the table 'awa_queue'. Open the queue that you're using for the chat, and you'll find it in the field 'Initial agent response'.

 

Create a work item queue • Australia Conversational Interfaces • Documentation produit | ServiceNow

 

Best regards, 

 
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