Hi ServiceNow Community,
I’m working on a requirement for Virtual Agent / Live Chat where we need to display a greeting message to the requester when a Human Agent joins the chat.
Requirement : When the conversation is transferred from Virtual Agent to a Human Agent, we want Virtual Agent to send a static greeting message to the requester at the beginning of the human-agent conversation.
For example:
Hi, I’m your Virtual Agent. Let me know how I can help you today.
Current Configuration :
We are using the system property:
com.glide.cs.general.welcome_message
Default message: Hi, I'm your Virtual Agent. Let me know how I can help you today.
However, we need to control when this message is displayed, particularly when the Human Agent joins the chat.
Question
What is the recommended OOB configuration in ServiceNow to achieve this?
Specifically:
Can the Virtual Agent welcome message be triggered when a Human Agent joins the conversation?
Is there a Topic/Topic Property or Live Chat configuration that can be used to bypass or control execution based on the inbound Bot API payload?
We noticed the inbound Bot API payload contains action = AGENT. Can Topic properties or another OOB configuration be used to bypass execution when action = AGENT?
Is there any recommended approach using Virtual Agent topics, Topic Properties, or Live Chat configuration rather than custom scripting?
Any guidance or documentation on the recommended approach would be greatly appreciated.
Thanks in advance!
