Virtual Agent message

KARUNK · ‎04-24-2025

Hi I need to change the text(Please wait while I connect you with a live agent.) in the agent chat window

i tried looking in to the messages(sys_ui_message) and property tables and i didn't find anything related can anyone help me out

GN · ‎04-28-2025

Hi Karun,

It is actually Translated Text, I18N debugging is showing that. Investigating a bit more, I found that the place to be is the sys_cs_live_agent_setup table. There you can easily change the value of the transfer_message field (which is of type Translated Text).

if your issue solved please mark this helpful.

Thanks in advance

View solution in original post

Dr Atul G- LNG · ‎04-24-2025

Hi @KARUNK

Might be helpful

https://developer.servicenow.com/dev.do#!/learn/learning-plans/xanadu/servicenow_application_develop...

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Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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KARUNK · ‎04-25-2025

Hi @Dr Atul G- LNG,
Thank you for your response.

In the document you shared, it mentions:
"Live Chat is enabled by default. To enable or disable Live Chat, use the All menu to open Collaboration > Chat Setup."
However, I’m unable to find the Chat Setup option in the menu.
Just to add, we are currently using the Xanadu version.

Dr Atul G- LNG · ‎04-25-2025

Hi @KARUNK

Even i am not able to see this.

https://www.servicenow.com/docs/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/c...

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Ankur Bawiskar · ‎04-24-2025

@KARUNK

it comes from this I believe, try updating there

1) Conversational -> Settings

2) Agent Chat

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader