VA info banner / message

[MichałLewczuk]

I’m looking for a way for the Virtual Agent to display information about current service outages or a message of the day. This ensures employees see the info before submitting a ticket or contacting a live agent, helping reduce incidents related to ongoing outages.

I’m looking for a feature in Virtual Agent that works like the ECP banner - something that can display important messages or service outage alerts before users submit a ticket or start a chat.

Ideally, there should be an option to easily edit this message and turn it off when there are no outages. Since the Service Desk manages outages and provides live agent support in VA, they should be able to enable or disable it as needed.

[rpriyadarshy]

@MichałLewczuk  no direct configurational Way but i see a KB around this from ServiceNow.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1390228

Issue
A customer asked a question on how to show outage notifications when the Virtual agent window is opened.

Cause
In the service portal and platform, we do show announcements to end users. But for end users on the VA we don't exactly have the same announcement to be shown to end users.

Resolution
I confirmed with the development team that the greetings topics is the best way. If you use the ITSM has a Dynamic Greeting Topic which does something very similar. It will let the user know if they have anything assigned to them before sending the actual greetings. You can duplicate the OOB and create your own to customize as needed. This will show an Outage link. This is not exactly an outage message like a service portal announcement.

STORE Outage information in OOTB Table or Announcement table or Custom Table. VA Greeting Topic Script will do the Lookup. As per OUTAGE we just need to create that RECORD in the Table Which i still feel is just a simple Record Insertion.

Regards

RP