Embed link on Virtual Agent Menu Item

[MayrelCerero]

Hello! We are testing the Now Assist in Virtual Agent functionality before deploying it to Production. Is there a way to embed an email address in a menu item? Today in Production, users select 'Send Email to Customer Support,' which opens Outlook (see screenshot). Can this be done with Now Assist in Virtual Agent? Our goal is to keep the email address hidden from menu item section.

[GlideFather · Accepted solution]

Hi @MayrelCerero,

yes it is possible!

Navigate to Conversational Interfaces > Settings > Branding

Select your virtual agent where you want to update the menu items (e.g. Default branding), if you are not sure then let me know, I can help you how to locate the proper one:

Here you can do all the thinkable branding and appearance magics and in the below part there's Men Item to configure (it might require a non-global scope switch)

 

  

Or the same thing can be found at the [va_branding_contact_menu] table, go to:

https://yourinstance.service-now.com/va_branding_contact_menu_list.do 

Let me know if this worked for you or if you got stuck. Good luck!

[MayrelCerero]

Thank you for the response! I appreciate it! I do have a follow-up question regarding the image below. Instead of giving the end user the full url, could we hyperlink the text vs. putting the URL? We would like to give it a cleaner look.

[GlideFather]

Hi @MayrelCerero,

your screenshot seems to be Now Assist Virtual Agent (NAVA), there are no menu items.

In the legacy Virtual agent you could do with Menu Items as this: 

 

The branding for NAVA shall work similarly, try to search in the Branding section under COnversational interfaces or in the Assistant Designer - open the particualr NAVA record and go to Chat experience or similar name