Change "Open chat window" mouse over text on Virtual Agent icon

[Giancarlo Gener]

We have a requirement to change the mouse over/tool tip texts for the virtual agent icon, mainly the text for launching the chat window on the service portal, which currently has "Open chat window", and also the "Start a new conversation" on the toolbar. How can this be done? 

I've searched through the ServiceNow community (links below), but was not able to find any guidance.

https://www.servicenow.com/community/virtual-agent-nlu-forum/is-there-a-way-to-edit-or-hide-quot-ope...

https://www.servicenow.com/community/itsm-forum/agent-chat-icon-configuration/m-p/223986/page/2

Please help. Thanks in advance!

[Sujatha V M]

@Giancarlo Gener  

1. Navigate to UI Message [sys_ui_message.LIST] and search for open chat. Below is the record, 

Note: If possible, create a new one by not disturbing the OOB. 

2. For changing the Menu items, navigate to sys_cs_branding_setup.LIST. Select the branding and check the menu items listed, 

Please mark this as helpful and accept it as a solution if this resolves your query.

Thanks,

Sujatha V.M.

[M_A]

@Sujatha V M - How do you get around the fact that your top screenshot is read only and in a private scope?