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

[Ned Sanderson]

Wondering if using an Advanced condition mode can be a workaround...

[Ned Sanderson]

What are the full requirements for this feature to work?

[ReginaldFawcett]

Good Day,

I am experiencing this issue as well. Trying to set up a new Custom Greetings and Setup on a CSM portal. I set the condition portal is Customer Support, but the Virtual Agent is still grabbing the default chat experience.

We are on the Rome version.

Can anyone advise on what I might be doing incorrectly?

[RodGallegos]

@Reginald Fawcett You'll need to update your Custom Greeting & Setup condition to the url suffix of that portal. For Service Portal it's sp, for Employee Service Center it's esc, and so on. Got to Service Portal>Portals and in your list view, check the URL suffix column for the portal you want to choose for your condition.

[ReginaldFawcett]

Hi Rod,

Thank you that did work, but only after I figured out another issue that was happening. I had created a widget, and even though the widget was on the portal, it did not have the portal context, so portal was coming up as undefined.

Once I figured that out I was able to get the condition to work.