Virtual Agent Device Type

[jonathangilbert]

Hi,
Does anyone know how I could configure the Virtual Agent greeting, that it could recognise where the conversation was instigated from, ie Portal, Microsoft Teams or Slack.
The reason I wish to do this is because frustrating all three apps have different commands which is confusing to an end user. If I could display the list of commands only for that app would be really useful.
I can see the conversations are held on the sys_cs_conversation table, but I can't access this table when using the look action with VA to try and do it that way.

Anyone got any ideas?

[Mark Roethof · Accepted solution]

Hi there,

That would be possible.

See:
2020-11-02 50+ (Un)documented Virtual Agent variables (vaInputs, vaVars, vaContext, vaSystem)

And specifically:

vaContext.deviceType

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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