How to disable/remove emoji in virtual agent

deepar3
Tera Contributor

‎06-10-2025 05:00 AM

Hi Team,

 

I got an requirement to disable the emoji which is coming in the virtual agent chatbot. I have  disabled by going conversational interface --> agent chat --> agent chat features -->  emoji is disabled. 

But still the emoji are coming and i am able to select.

 

deepar3_1-1749556722148.png

 

Is there any way to fix this issue. 

Please help as this is urgent requirement..

 

Thanks in Advance

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7 REPLIES 7

goldenjc97
Tera Expert

‎06-10-2025 05:19 AM

I don't see any property to do this. That's not related to the Emoji which is shown in the Virtual Agent chat client when having conversations/topics. The Emoji Enabled is related to the Live Agent.

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deepar3
Tera Contributor
In response to goldenjc97

‎06-10-2025 06:13 AM

Yes it is on live agent.  but can you tell where exactly to disbale that emoji?

 

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KarinK
Tera Contributor

‎06-16-2025 06:20 AM

I am also wondering how we can Turn off the automatic conversion of ":)" to smiley in the chat. 

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Shraddha Kadam
Giga Sage

‎06-16-2025 08:03 AM

Hello @deepar3 ,

Unfortunately, this option is not available for us to disable some icons.

 

Refer below links for a similar query-

 

https://www.servicenow.com/community/virtual-agent-nlu-forum/is-it-possible-to-hide-emoji-icon-in-vi...

https://www.servicenow.com/community/developer-forum/how-to-allow-special-characters-smileys-emotico...

https://www.servicenow.com/community/virtual-agent-nlu-forum/how-can-i-add-the-different-font-styles...

 

Please accept my answer and mark it as helpful.

 

Thank you

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