Help identifying source of “Close contact options” tooltip in Virtual Agent support options

[Prajwal Agrawal]

Hello everyone,

I am working on customizing the Virtual Agent (VA) chat in ServiceNow. In the Support Options dialog, I see a tooltip that says “Close contact options” when I hover over on Support Option(header) the top of the dialog.

I have  checked: VA Branding, VA Properties, UI Messages -(thought from here it should be coming)

I couldn’t find anything in the configuration that directly controls this tooltip. It seems like it might be coming from the widget itself, but I’m not entirely sure.

Does anyone know where this “Close contact options” text is coming from and how I can change or remove it? Is it controlled by a widget, system message, or something else in ServiceNow?

Thanks in advance for your help!

[kaushal_snow]

Hi @Prajwal Agrawal ,

This tooltip originates in the Virtual Agent Service Portal Widget, specifically from markup defined within that widget. It’s not exposed in your instance configuration or sys_ui_message records...This widget marked as High Risk meaning ServiceNow advises against modifying it directly.....

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[M Iftikhar]

Hi @Prajwal Agrawal ,

As kaushal mentioned, the tooltip is part of the Virtual Agent Service Portal Widget, and modifying it directly is considered high-risk and not a best practice. Also, just to clarify, the tooltip text isn’t stored in the sys_ui_message table. For your information, the five translation tables are useful when dynamic translation search is enabled. So, even if you locate message records related to Virtual Agent and try to update them, I’m not confident that change would actually take effect. You could try testing it with the following message keys from the Virtual Agent application.

Thanks & Regards,
Muhammad Iftikhar
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