How to change Default chat experience to custom one?

[Dotychczas]

Hello Experts.

In Collaboration module there is Custom Greetings and setup:

when I click it I can see that there is Default chat experience set as current VA. Where can I change so when I'll create my own Custom Greeting and Setup it will be used in VA instead?

[Mark Roethof]

Hi there,

Have a look at the Setup Topics which are configured. There you can change which topic you would like to see.

For example:

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list

[Dotychczas]

I know how to change topics. I want to change "Custom greeting and setup" to my custom one to be used in virtual agent.

[Mark Roethof]

So change the default Setup Topic configured as mentioned above. 

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

Kind regards,
Mark
2020-2022 ServiceNow Community MVP
2020-2022 ServiceNow Developer MVP

---

LinkedIn
Community article, blog, video list

[Chris D · Accepted solution]

If you just want a new standard chat experience for ALL chats, you should just update the setup topics/promoted topics/search mapping within the Default Chat Experience as Mark suggested.

Another option is to just create a new Custom Greetings and Setup record, give it a lower order than 1000 (Default Chat Experience), and leave the Condition blank so it applies to all chats. Don't forget to re-setup all your setup topics and search mapping too.

That option is just redundant though if you're leaving the Condition blank. That option is intended for use of having distinct chat experiences. In other words, you can create a chat experience for Teams users (Condition: devicetype is Teams), set it below 1000, then you can rest assured that non-Teams users will continue to get the Default Chat Experience.