Teams Greetings integration

[Cole7]

Can someone help me understand why the greeting from our Virtual Agent in Employee center is different than our MS teams? The other topics are being picked up after the greeting, but our greeting isn't coming over from ECC to MS Teams.

[Paul Curwen]

Hi,

The message settings are stored in the table: sys_cs_provider_application

Open your Channel Identity record.

The messages used for the Virtual Agent Teams greeting are stored in the entries named:

"msteams_welcome_part1_msg"

"msteams_welcome_part2_msg"

that you will see under the 'Bot Messages' section. 

Just amend these to whatever you require.

If helpful please mark as Correct/Helpful

[Riya Verma]

HI @Paul Curwen ,

Hope you are doing great.

The difference you're experiencing could be due to the configuration and integration settings between ServiceNow and MS Teams.

The settings are in the sys_cs_provider_application table for your integration.
You need to open the correct channel identity. The messages used are "msteams_welcome_part1_msg" and "msteams_welcome_part1_msg".

For the commands displayed in the help, you can exclude the channel for each command in the integration configuration (Messaging Apps Integation module).