Hide 'New Message' button on the Virtual Agent

[ayman_h]

Hi,

Does anyone know if there is a way to hide the 'New Message' button from appearing on the Virtual agent widget for unread messages?

The functionality doesn't seem to be working properly, for e.g. if there are new messages on the virtual agent, I can see them on screen but Virtual agent still considers them as unread, if I proceed with the interaction, the button appears on the widget until I click on the button to scroll up to the messages.

Regards,

Ayman

[fsnelder]

Hi Ayman,

I asked the same to servicenow, and they replied that fix for this issue is being currently targeted for Vancouver Patch 5 which should be coming up shortly in the mid of December. Unfortunately, there is no feasible workaround solution

[ayman_h]

Thanks for your response. Did ServiceNow recognise it is a defect?

[fsnelder]

not necessarily a defect I think, but indeed as something they will fix

[ayman_h]

Ok thanks!