How can i replace the text 'Agent has entered the chat' with the name of the agent

[annmoleapen]

Hi there

In VA, I want to change the text that shows up when an agent joins the conversation 'Agent has entered the chat' to eg: 'Bill has entered the chat'. I can change this to a static value through UI messages but I dont know how to change the message dynamically. Please can you help.

Thanks

Ann

[Mark Roethof]

Hi there,

You could change the whole "Agent has entered the chat" phrase statically. Though there are no possibilities to change this dynamically.

If my answer helped you in any way, please then mark it as helpful.

Kind regards,
Mark
2020 ServiceNow Community MVP
2020 ServiceNow Developer MVP

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[annmoleapen]

Thanks Mark.. I had seen your other post regarding changing it statically

[Rebecca3]

Hi all,

This is a configuration change (in Orlando at least) that can be toggled by searching for 'Chat Setup' in the left hand nav or in the sys_cs_live_agent_setup table:

When turned on, the name at the top of the chat window and chatbot avatar changes to the agent's name/profile picture as well as the 'has joined the chat' message.

Hope this helps!

Rebecca

[Mark Roethof]

Yes agree, with Orlando/Paris you do have more possibilities. Though this topic was marked New York.

Kind regards,
Mark