Virtual Agent for Teams is not showing user name while greeting the user

PriyanshuVerma1
Tera Expert

‎11-20-2023 04:34 AM

We successfully integrated ms teams and virtual agent recently, what we noticed is the Virtual agent is showing user name while greeting user in Service Portal, but when user interacts with VA on teams VA is not using user's name in greeting.

Below is the screenshot of start tab in greeting's flow in virtual agent designer

PriyanshuVerma1_0-1700483677401.png

 

 

Can someone tell me how to fix it.

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Ryan Maddock
Tera Contributor

‎11-22-2023 08:27 AM

Take a look at the following System Message:

  1. Conversational Interfaces > Settings
  2. Select 'View All' next to System Messages
  3. Update com.glide.cs.topic_picker_msg

OOTB the above message was set to the below, with {0} displaying the username:

Hi {0}, please enter your request or make a selection of what I can help with. You can type {1} any time when you need help.

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