Virtual Agent capitalising certain words

[Stacey9]

We are developing topics in our Virtual Agent for the first time and during the testing phase picked up that some of the words have been capitalised at the beginning while others words haven't. This means that when we have options presented to users this provides a little bit of inconsistency with the grammar and I can't work out what the go is. Does anyone have any idea on how to fix this? I've included some screenshots below where other and something else have the first letter as a capital where computer and fishsticks is not (Ignore XBox and PlayStation, capital letters in these are intentional).

[Mark Roethof · Accepted solution]

Hi there,

Looking at your images, wordt like "XBox" and "PlayStation", have a label which starts with a capital. While the label of computer and fishsticks is not.

You can update the labels, to all start uppercase. Though you will notice that on existing choices, this won't make a difference. This is because when adding choices, a UI Message record is created for that choice. Updating the use of capitals though, does not update the UI Message. So you would need to update the UI Message manually.

Also see:
2020-08-24 Labels in Virtual Agent User Input "Static Choice" are not shown correctly

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

Kind regards,
Mark
2020, 2021 ServiceNow Community MVP
2020, 2021 ServiceNow Developer MVP

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[Stacey9]

Thank you this has been extremely helpful for our team.

[Matt Lodge]

How do you find the UI Message, I think I'm missing something.

[Chris D]

It's the sys_ui_message table 🙂

(Type sys_ui_message.list into the navigator)