Add Hyperlink to "No agent available" message

Brian Valente
Tera Contributor

We want to update the Conversational Interfaces > Agent Chat > "No agent available" message to include a hyperlink to our portal site.

 

Current message: There are no agents available at the moment. Please try again later.

Updated message: There are no agents available at the moment. Please try again later. If you want to submit a ticket to our Service Desk please click Submit Ticket {hyperlink to portal}.

 

Has anyone tried doing this? From the interface, it doesn't look to be possible.

4 REPLIES 4

Community Alums
Not applicable

Hi @Brian Valente ,

1.Navigate to System UI> Messages

2.Check if there is a record that has a "message" field as "No Chat Agents Currently Available"

3.Now add a message that needs to be modified for the English language with the key "No Chat Agents Currently Available"

 

Then change the "" :

SandeepDutta_1-1710417976809.png

But i don't think you can add the link "Desk please click Submit Ticket {hyperlink to portal}."

 

 

Muralidharan BS
Mega Sage
Mega Sage

HI @Brian Valente ,

 

You can directly use HTML tags in the agent not available message. 

 

conversational interfaces > settings > agent chat > No available agent message

 

update here like below with the right form and portal. 

 

MuralidharanBS_7-1710425093954.png

 

There are no agents available at the moment. Please try again later. If you want to submit a ticket to our Service Desk please click <a href="/esc" target="_blank">Submit Ticket </a> 

 

 

result

MuralidharanBS_6-1710425059824.png

 

 

Thanks

 

 

 

 

 

Thanks for sending this over, giving it a try now!

Sumanth16
Kilo Patron

Hi @Brian Valente ,

 

Please refer to below thread:

https://www.servicenow.com/community/virtual-agent-nlu-forum/customizing-quot-no-agent-available-quo...

 

If I could help you with your Query then, please hit the Thumb Icon and mark it as Correct !!

 

Thanks & Regards,

Sumanth Meda