Change welcome message on MS Teams Now Virtual Agent bot

[ayman_h]

Hi,

We have successfully integrated the Now Virtual Agent MS Teams bot. When a user installs the bot, they get a welcome message on their MS Teams instance saying 'Welcome to Now Virtual Agent....' including the Help commands.

Any idea how we can update this welcome message? I have looked into Message content and sys_notification tables but wasn't be able to find anything related to these message

Regards,

Ayman

[Joel Dias]

I didn't know about the hidden '_help_' topic. Finding msteams_welcome_part1_msg was way easier.
It seems the messages are hard coded in there.

I guess there is nothing you can do but modify the translations (sys_ui_message). The translation records are used even for english but it might be only when I18N is activated.
BTW, msteams_welcome_part1_msg and msteams_welcome_part1_msg do not seems to be translated (sys_ui_message entries are ignored).

Alternatively, you can reach out to ServiceNow with your requirements, they may be able to help.

Regards,

Joel

[Anna T_]

Hi there,

Looking to do something similar here. I want to stop the Now Virtual Agent in Teams from sending certain parts of the welcome message. Do you know how this may be possible? Attaching a screenshot - the messages in blue are what I don't want to send.

@Victor Chen - wondering if you may be able to assist here as well.

Thanks!

Note: We only have conversational integration with MS teams and not using Virtual Agent - when the user types Hi (or another message) they are redirected to a live agent (via AWA) right away. 

[Joel Dias]

Hello Anna,

Please check my answer earlier in the thread.
If you look at the content in msteams_welcome_part2_msg you will see that what looks like a separate message is actually part of the message above.

You should be able to remove the part that you are not interested in without any issues.

Regards,

Joel

[Anna T_]

Hi Joel,

Thanks for your reply! What you suggested works for the first part, but I don't see anything with the "I can help you with your questions and requests," "Here are some helpful commands you can enter any time:," or the "Tips" messages. They do not seem to be covered in the msteams_welcome_part1_msg or msteams_welcome_part2_msg records.

[ayman_h]

Hi Anna,

We hit the same issue with the other messages and weren't able to change them. The messages are within the _help_ topic that can only be editable by ServiceNow personnel with maint rights to your instance. You can view this but navigating to the topic table and viewing the xml of the topic.

You can raise a case in HI with ServiceNow and ask them to edit it but it will may cause issues in future upgrades if the topic gets updated.

Regards,

Ayman