Change welcome message on MS Teams Now Virtual Agent bot

ayman_h · ‎02-22-2022

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 · ‎02-25-2022

Hello,

The settings are in the sys_cs_provider_application table for your integration.
You need to open the correct channel identity. The messages used are "msteams_welcome_part1_msg" and "msteams_welcome_part1_msg".

For the commands displayed in the help, you can exclude the channel for each command in the integration configuration (Messaging Apps Integation module).

View solution in original post

Kavita Kulkarn1 · ‎06-07-2023

@Joel Dias Thanks for jumping in the discussion. This is really helpful!

Looking at sn_va_teams.MSTeamsAdapterConstants, it doesn't seem that I need to update the action/sys_cs_provider as long as I am only configuring the first 2 lines of the welcome message (msteams_welcome_part1_msg, msteams_welcome_part2_msg) in bot messages sys_cs_bot_messages.

Do you know what's calling the action "va_teams_adapter_link_account_action"?..

Joel Dias · ‎06-08-2023

I tried to find the "va_teams_adapter_link_account_action" call location but didn't find anything. It might be in one of the hidden topics.

Kavita Kulkarn1 · ‎06-09-2023

okay, we have to rely on available docs and can't really explore this completely due to lot of code being protected/hidden.
I think the combined solution by configuring welcome messages and phased approach suggested by @Adam Chapman will help me here. Any idea if/how can we embed the urls in welcome messages? Embedding with HTML didn't work.

Kavita Kulkarn1 · ‎06-09-2023

No worries, I found it through script include VATeamsRequestHandler. I needed to define a sys property "va.teams.help.url" and I could use the variable $teamsDocUrl. Only caveat is the link text can't be configured (it's hardcoded as "here").

Joel Dias · ‎06-11-2023

Teams uses markdown instead of html.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1080191

https://support.microsoft.com/en-us/office/use-markdown-formatting-in-teams-4d10bd65-55e2-4b2d-a1f3-...

I didn't try it there and had mixed results depending on the location of the message but it might be worth a try.