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:
Chat Setup Settings – Reviewed all relevant configurations under Chat Setup. There is no option here for modifying the welcome message.
sys_ui_message – I have thoroughly checked this table, and the specific welcome message isn’t listed here.
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!
