VA chat header automatically changes to "Live agent" when live agent is connected, how to stop it?

[Community Alums]

Hi Experts,

After  Washington upgrade, VA chat header automatically changes from "Chat support" to "Live agent" when live agent is connected, how to stop it?

Please help!

Thanks,

Anu

[Jack Littlewort]

I believe it is set via the 'bot profile' that you have listed in your virtual agent branding. If you were to rename the bot profile to 'Chat support' I think this would handle your requirement.

Please see this docs page for more: https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/conversational-i...