Default Chat Experience not working

[Jody1]

I need help i think i messed up.

The Default Chat Experience is not working, I think servicenow created another Default Chat Experience and he's not allowing me to access or overwrite it and I'm the admin.

I was performing some cleaning up in the greeting messages hosted in the sys_properties, I removed the following since I'm using the topics only com.glide.cs.general.welcome_message and com.glide.cs.general.top_selection_message. After removing these properties Virtual is only showing the default greeting message:

What ever changes I do in my Default Chat Experience are not taking effect. 

What can i do?

I tried:

Creating another Custom Chat Experience but it's not working since the one that was created by the system is overwritting the ones that we currently have.

Modifying Greeting Topics

Creating the greeting topics back

What else could i do?

Regards

[Mark Roethof · Accepted solution]

Hi there,

You can create your own Greetings and Setup record, and give it a order of 100 for example (than yours will trigger first instead of the default one).

[Mark Roethof]

The Default Chat Experience is also for the larger part read-only. This is due to out-of-the-box Data Policy "Default Experience - Readonly fields".

[Jody1]

Thanks for the reply Mark.

I created a quick custom Greetings and setup to test if he would pick up something different, I picked the dynamic Greeting the one that will give you the amount of incidents open by the user.

This is the test of the customized test

But when i tested it I'm still getting a Default Chat Experience that has nothing to do with what's currently configured. 

Any other ideas? Is there a system table where VA searchs and choose from?

Regards

[Jody1]

@Mark Roethof I updated the order number to 99 (guessing that whatever experience that was created by the system has a 100) and it worked. Thanks for that. 

Do you know what are the conditions that may cause Servicenow to create a Default Chat Greetings and Setup experience?.

Regards