how to setup "Custom Greetings and Setup" for custom portal for Virtual Agent in Utah Version.

Community Alums
Not applicable

‎10-04-2023 02:01 AM

Hi Team,

 

When I am trying to create a new record in Custom Greeting and setup for my custom portal, it is not reflecting in the portal, it is just reflecting the Default functionality, please refer the screenshot below

anu21_1-1696410045826.png

 

Thanks for the help!

Anu!

 

 

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Tricia Cornish
ServiceNow Employee
ServiceNow Employee

‎10-04-2023 03:34 PM - edited ‎10-04-2023 03:35 PM

HI Anu -
I need a bit more information. You only have 2 conversational experiences- this one and the default? What are the conditions for this? Are you overriding all topics? 
The Default experience is used whenever topic definitions are not present in the custom experiences. For example, if my custom experience has 2 topics identified for my custom portal (Greeting with a value, Fallback with a value, Survey with no value), the VA bot will use my custom greeting and fallback, will not call the survey (I have a custom option defined with no topic), but will use the standard close from the default chat experience. 

TriciaCornish_0-1696458577025.png

I have noticed in other instances that if the HR ESC portal experience is in your instance, the conditions in that delivered configuration are portal = esc AND all device types. It catches everything and the topics closely match the OOTB default chat experiences. If you have that in your instance, that configuration might be getting in your way. 
Change the device type line (or remove it) so it's just the ESC portal or very specific devices. 
Hope that helps! 
Tricia