I am interested in knowing what controls the title of the ServiceNow Portal Chat window. The below is the first step when a user first starts chatting, they are interacting with the Virtual Agent.
Once the user asks for and is given a live agent, the title of the chat changes.
Once the live agent has exited, the chat title goes back to the original title. What controls this?
I want to disable the "Agent name in header". I cannot click the disable option. What am I missing here?
Ok, I have gone over both @Anurag Tripathi and @Sid_Takali's responses and I am not really seeing the solution.
Conversation interface -> Setting -> Branding and clicking "View All" under the branding section. I then click on "Chat with Retail Support" The below is what I see:
These settings match the initial chat screen of:
But the chat window changes to a different title when an agent joins.
Here is an image of the Agent Chat section for the Retail Support chat queue.
I cannot adjust the greyed out "Agent name in header" Boolean field in the middle. I also checked a different chat queue with a different scope and the same thing, a greyed out middle option.
I also checked on @Sid_Takali's answer and I am not really seeing it here either. The KB that he lists is: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0829211 and it notes to go to the sys_ui_message.list table and filter "key=Agent". This is what the record looks like:
The Agent value does not match up with the second screen of the chat session when the agent joins the chat.
What am I missing here?
