I want to change greetings in virtual agent

mania
Tera Contributor

Hi,

As per below image, I want to change the greetings like below:
1. "Hi, I'm your Virtual Agent. Let me know how I can help you today." to "Welcome to servicenow, your virtual agent."

2. "What's your issue or request? Or take a look at what I can help with." to "Here's our frequently asked questions. Please select the topic that best fits your needs."

 

Can anyone please help on this.It will be useful.

mania_0-1725638339044.png

Thanks!

1 ACCEPTED SOLUTION

Community Alums
Not applicable

Hi @mania ,

Please navigate to All< System UI< Messages, and search for this messages you get both the message or check below link 

https://<your_instance>/sys_ui_message_list.do?sysparm_query=messageSTARTSWITHWhat%27s%20your%20issue%20or%20request%5EORmessageSTARTSWITHHi%2C%20I%27m%20your%20Virtual%20Agent.%20Let%20me%20know%20how%20I%20can%20help%20you%20today&sysparm_first_row=1&sysparm_view=

SarthakKashyap_0-1725869349283.png

 

 

Please mark my answer correct and helpful if this works for you

Thanks and Regards

Sarthak

View solution in original post

8 REPLIES 8

Omkar Kumbhar
Mega Sage
Mega Sage

Hello @mania ,

Please find the below article which will help you to modify the greeting message.

https://noderegister.service-now.com/kb?id=kb_article_view&sysparm_article=KB1002159

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/virtual-agent/ta...

 

Thank you,

Omkar

 

If I was able to help you with your case, please click the Thumb Icon and mark as Correct.

sanasunilku
Mega Expert
  1. For that click on Custom Greetings setup in virtual agent plugin
  2. Click on configure on custom greetings & setup.
  3. Click on default chat experience
  4. In setup Topics , select Greetings….
  5. Click on save
  6. Next in setup topics click on fall back and select fall back.
  7. and save it

@sanasunilku 

Thanks for your reply!

  1. For that click on Custom Greetings setup in virtual agent plugin - For this, is there any seperate plugin for custom greetings?

Thanks!

mania
Tera Contributor

@sanasunilku 

I got it first point i have added a greeting but not showing my topics.

mania_0-1725868745870.png

Thanks!