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).

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Kavita Kulkarn1 · ‎06-12-2023

That's great, it worked for me. Thank you!

Any idea how the message translation work for custom welcome message? We have I18 enabled for few languages, is there a way the message can be displayed as per user's preferred language?

Joel Dias · ‎06-12-2023

That should be automatic as long as you have matching records in sys_ui_message.

msteams_welcome_part1_msg, msteams_welcome_part2_msg need to be translated separately.

Kavita Kulkarn1 · ‎06-12-2023

@Joel Dias I haven't done localization before..

It seems the OOB welcome message has the key same as message (Key - Welcome to Now Virtual Agent. I'm here to help you.<br/><br/>To get started, type <b>$help_keyword</b>.).

My msteams_welcome_part1_msg is longer than the field limits for key (255 char) so I am not able to setup that complete message as the key.

Are the messages msteams_welcome_part1_msg, msteams_welcome_part2_msg supposed to have specific key in sys_ui_message?

Joel Dias · ‎06-12-2023

It should be possible to work around this issue if you put a key (less than 255 chars) in msteams_welcome_part1_msg.

The translation should be retrieved by the gs.getMessageLang method. The only "official" documentation is in (Chat Localization into Conversation Language):
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/concept/va...

It should work if you provide an English translation too in the UI message table. The english message is often used as the key but it is not required.

Adam Chapman · ‎06-07-2023

I recently did a phased roll out to Teams and the way I limited this was using the creating a new App Permissions policy in the Teams admin center. You can add the application to the tenant, and block the app on the primary app permissions policy. You then add your pilot users to the VA specific app permissions policy. When you are ready to roll out to the whole group, simply add the VA bot to the primary app permissions policy.