Can I change the greeting text in Virtual Agent topic?

[Shreyoshi1]

Hi,

Can I change the VA message which says "". In the topic it seems to use vaSystem.sendTopicPickerControl by passing the message, if I change it , will that not impact?

[Willem]

Here is an article on how to customize the greeting, with minimum impact:

https://community.servicenow.com/community?id=community_article&sys_id=8e98c5f5db7bb30c14d6fb2439961...

Or change the system property to change the welcome message:

Welcome message [com.glide.cs.general.welcome_message]

The text string for the default conversation greeting.

https://docs.servicenow.com/bundle/madrid-performance-analytics-and-reporting/page/administer/virtua...

[Shreyoshi1]

Thanks, I have changed and tested it twice which worked fine. But now its showing a message java.lang.NullPointerException: Exception in setting last in-progress conversation and java.lang.NullPointerException: Exception in creating session,  in logs, and the virtual agent screen is blanking out. Any lead would be helpful, on how to resolve this please.

[Willem]

What is the language of the user you are testing with? Is it working in English?

Have you tested it with different user as well?

[Mark Roethof · Accepted solution]

Hi there,

Out-of-the-box, below code is used:

var greetingMessage = vaSystem.getTopicSelectionMessage();
vaSystem.sendTopicPickerControl(greetingMessage);

Is that also your case? Especially the vaSystem.getTopicSelectionMessage part?

I would always go for updating the UI Message concerned. Not updating the System Properties or Field where the message is stored. That would actually break the reference with the UI Messages. So update the UI Messages instead:

UI Message:
What's your issue or request? Or take a look at what I can help with.

And update the Message. Leave the Key as is.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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