How to change the greeting message of Virtual Agent in Microsoft Teams?

[Smith Johnson]

Hello,

we have installed live agent support in Microsoft Teams, and we would like to change the following initial message.

How is this possible?

Smith.

[Riya Verma]

HI @Smith Johnson ,

Hope you are doing great.

To change the initial message in the Live Agent Support for Microsoft Teams integration in ServiceNow, follow these steps:

1. Log in to your ServiceNow instance.

2. Navigate to the "Virtual Agent" application.

3. Click on "Designer" in the left-hand navigation.

4. Select the "Flows" tab.

5. Find the flow associated with the Microsoft Teams integration (it might be named something like "Teams Live Agent Integration").

6. Double-click on the flow to open it.

7. Locate the "Start" block in the flow canvas. This is where the initial message is configured.

8. Click on the "Start" block to edit its properties.

9. In the properties panel, you should see an option to set the "Start Message" or something similar.

10. Update the text of the start message to the desired content. Make sure the message is clear, professional, and engaging.

11. Save the changes to the flow.

[Smith Johnson]

Hello,

thanks for your reply.
However, I can't find a topic similar to "Teams Live Agent integration" in the Virtual agent application.

Any ideas?

[Rahul Talreja]

Hi @Smith Johnson ,
Can you check the BOT message in "sys_cs_provider_application" table, under teams integration record?

[Smith Johnson]

Hello,

the related list BOT message is empty in the provider channel that we use.