VA / AWA Message and Greeting Configuration Query

[Nick124]

How can i personalise the initial virtual agent greeting so that the recipients first name is show, for Example Hi David I'm you IT Support Virtual agent

The message currently displayed is stored in the sys_ui_message table and currently states “Hi, I'm your Virtual Agent. Let me know how I can help you today.”

But I can’t see where I can add this information so that the message is personalised.

Most of the VA messages seem to be stored in sys_properties table so I am unsure why our message is coming from the sys UI table.

VA  / AWA Message and Greeting Configuration Query

* In my PDI i have created the new system properties which work (https://www.servicenow.com/docs/bundle/xanadu-conversational-interfaces/page/administer/virtual-agen...) but I need to personalise the messages so that the callers first name is given. How do I do this?

Also for live chat where the conversation displays “agent has joined” or “agent replied”. How can this be updated so that the first name of the agent is displayed once they join e.h “ Your agent Sarah has joined the chat” or “Sara is writing”.

[J Siva · Accepted solution]

Hi @Nick124 
You need to create your custom topics to acheive this requirement.
PFB the article link which explains how to create custom topic to customize the greeting message.
Personalized Virtual Agent "Greetings" topic [New York]
Regards,
Siva