Add Hyperlink to "No agent available" message

[Brian Valente]

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.

[Community Alums]

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 "Message" :

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

[Muralidharan BS]

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. 

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

Thanks

[Brian Valente]

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

[Sumanth16]

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