Cannot update the Greeting message in Virtual Agent

[Marcin Witosla1]

Hello,

My requirement is to update the greeting message when the Live Agent enters a chat 

I cannot find this message in sys_ui_message.list

I have added 2 properties to the Category chat setup:

com.glide.cs.general.welcome_message and com.glide.cs.general.top_selection_message regarding to docs:

https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/task/va-welcome-topic-selection-msgs.html

Any Ideas on how to change this greeting?

Kind Regards

Marcin

[Anurag Tripathi]

Hi,

Check this article by Mark, 

Personalized Virtual Agent "Greetings" topic [New York] - Developer Community - Article - ServiceNow...

-Anurag

[Mark Roethof]

Hi there,

If its a single language instance, then it can be indeed that the UI Message does not yet exist. If so, just create the UI Message yourself, make sure the Key is identical, the Message anything that you'd like.

And for language questions like these, read:
2021-05-18 Q: Help!!! (How) can I translate this? A: Have you had a look at I18N Debugging?

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

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Victor Chen · Accepted solution]

The docs and Mark's articles are all for Virtual Agent greetings. For the live agent automated greeting (post-transfer), you can modify the greeting message in the 'Advanced Work Assignment' > 'Queues' record, in the field: "Initial agent Response".