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Add agent name in live chat message

J Moxy
Tera Contributor

In  advanced work assignment->settings->queues

I want to change message in this field -  "Initial agent response" 

I want to include the name of the agent that has accepted the Live Chat request

Is there an easy way to do this ?

I don't want to use Quick Action where the agent has to send the message manually.  Agents are not doing this consistently.

 

JMoxy_0-1762546256063.png

 

Thanks in advance

J

1 ACCEPTED SOLUTION

SVimes
Kilo Sage

I found this which is really cool, but may not be the whole picture or quite fit what you need.

https://www.servicenow.com/community/servicenow-ai-platform-forum/custom-initial-response-live-agent... 

 

I have CSM installed on my PDI so I tested things out a bit. I ended up needing to modify a BR labeled WorkItem - Accepted on the awa_work_item table at line 46.

SVimes_0-1762556896589.png

 

With that in place, I updated the respective initial agent response:

SVimes_1-1762556954965.png

 

When I see the chat accepted by the end user, I see this so I know this works depending on how you need it to work.

SVimes_2-1762556987700.png

 

Sable Vimes - CSA

View solution in original post

1 REPLY 1

SVimes
Kilo Sage

I found this which is really cool, but may not be the whole picture or quite fit what you need.

https://www.servicenow.com/community/servicenow-ai-platform-forum/custom-initial-response-live-agent... 

 

I have CSM installed on my PDI so I tested things out a bit. I ended up needing to modify a BR labeled WorkItem - Accepted on the awa_work_item table at line 46.

SVimes_0-1762556896589.png

 

With that in place, I updated the respective initial agent response:

SVimes_1-1762556954965.png

 

When I see the chat accepted by the end user, I see this so I know this works depending on how you need it to work.

SVimes_2-1762556987700.png

 

Sable Vimes - CSA