How to apply Condition field on Custom Greeting and Setup

[Mark Roethof]

Hi all,

Anyone been working on the new "Custom Greetings and Setup" yet with Quebec? Just wondering if anyone has gotten this working correctly.

What I'm encountering now, is when I setup a new Custom Greetings and Setup record, it's always being used. Even if I add an incorrect portal in the condition, it's still being used on SP portal, ISC portal, etc..

See this for example, an incorrect portal:

Though on SP, ISC, etc, it's still being applied:

While on ISC, the settings are:

Any ideas?

Kind regards,
Mark

[Victor Chen]

I'm on Quebec EA Hot Fix 1 and I don't experience your issue. If you still see an issue in GA, feel free to raise a case. 

[OS4]

Hi Mark,

Has this been resolved for you? I'm experiencing slightly different problem. If add any condition on my Custom Greetings, the VA "does not accept it", and falls back to Default Custom Greetings. Removing the condition on my Custom Greetings when I initiate a chat via VA it works fine. Question is, how these conditions work?

[ritu_saluja]

Hello I have faced same problem.

So I have disable the custom Experience and used the default one and it is working fine.

Please mark my answer correct and helpful if it helps you

[Muralidharan BS]

Hi Mark,

I was trying this out after saw your question. The custom greeting is indeed applied to all the portal, if it is tested without closing down the portal tabs after the changes are applied. 

I used below config and seems working as expected. 

 

1. closed down any open portal

2. Opened SP first, I did not see the promoted topic, I modified the topic to include vacontext.portal in greeting for better understanding

3. Opened ESC, I see the promoted topics as configured

4. Now again opened SP without closing ESC, I can see the promoted in sp, which is I think a bug. But if we directly open the respective portal without hopping, it is working as expected. 

[SNC Developer]

I notice similar behavior. I am having end the VA conversation, log out, then log back in.