How to update chat title for Live Agent Chat

[ColeM]

How can I update the text from "Live Agent" to some custom text when using live agent chat?

[KPNow]

To update that header text using the UI Message table, here is a quick process:

1. In the Filter Navigator, go to System Localization > Messages.

2. Search for the record where Key is live agent (or Live Agent).

3. Change the Message field to your preferred title (such as Support Representative or Live Support) and click Update.

4. Type cache.do in the Filter Navigator to clear your system cache and see the changes take effect on your chat widget.

[Krishna6147]

You can modify the label through System Localization Messages (most common) or Branding Settings.

Method 1: System UI Messages (Recommended)

The chat header header title is driven by ServiceNow’s system localization UI message table (sys_ui_message).

1. In the Filter Navigator, go to System Localization > Messages (or type sys_ui_message.list in the navigator and press Enter).

2. Filter the list:

   • Key: live agent (or Message: live agent)

3. Open the record corresponding to your language (e.g., en).

4. Change the Message field from live agent to your preferred custom title (e.g., Support Representative, Live Support, or Human Agent).

5. Click Update.

6. Clear your browser cache or refresh the portal page to see the updated header text.

Method 2: Conversational Interfaces Branding

If your setup uses custom Virtual Agent/Agent Chat branding configurations:

1. Navigate to Conversational Interfaces > Settings.

2. Under Display Options, click View All next to Branding (or type sys_cs_branding.list in the Filter Navigator).

3. Open your active Branding Configuration record.

4. Update the Bot Name or Live Agent Title field with your custom text.

5. Click Save / Update.