Hi everyone,
I'm currently working on improving the efficiency of our analysts during Live Agent Chat interactions in ServiceNow. I have two ideas I'd like to explore and would appreciate your insights on their feasibility and best practices:
Multilingual Response Templates
We'd like to provide agents and the Virtual Agent with response templates in multiple languages (e.g., English, Spanish, Portuguese). Ideally, the system would detect the user's language and present the appropriate version of the message or template. I know currently ServiceNow offers a dynamic translation but most of the times users are not aware of this...
Automated First Contact Message
When an agent accepts a chat, we want to automatically send a greeting message (e.g., “Hi, this is [Agent Name]. How can I help you today?”) to save time and ensure consistency.
Has anyone implemented something similar using Flow Designer, Quick Messages, or Virtual Agent localization features? Are there any limitations or licensing considerations we should be aware of?
Thanks in advance for your help!
