Virtual Agent custom greetings & Closure

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Soumya Thareja
Tera Contributor

‎02-11-2022 02:07 AM

Hi Experts,

I need to use a custom greetings and closure message for only one VA topic that I created. Its a live agent topic, basically, but I don't want to disturb the existing greeting and closure message configs for the other topics present already. 

Will creating a new custom greetings and setup help? I want to ensure no other topics are impacted.

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Muralidharan BS
Mega Sage
Mega Sage
In response to Soumya Thareja

‎02-11-2022 06:19 AM

You have to set the greeting topic like this,

find_real_file.png

 

add script section, after greeting msg then add below in the script. You use topic block if you dont want to use script. So this will connect to agent list shown above. 

(function execute() {
      vaSystem.connectToAgent();
})()

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Prasad Pagar
Mega Sage

‎02-11-2022 02:24 AM

Hi @Soumya Thareja 

Did you check this awesome blog of Mark?

https://community.servicenow.com/community?id=community_article&sys_id=8e98c5f5db7bb30c14d6fb2439961958#:~:text=In%20the%20Platform%20UI%2C%20navigate,your%20new%20custom%20greetings%20topic

Thank you
Prasad

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Soumya Thareja
Tera Contributor
In response to Prasad Pagar

‎02-11-2022 04:57 AM

Hey, This will impact all topics,  I believe. 

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Brian Bakker
ServiceNow Employee
ServiceNow Employee

‎02-11-2022 03:05 AM

If you read through Mark's blog, this will change the Greetings/Closure for all VA topics and Soumya only wants to have a personalised greetings and closure message for one VA Topic. I'm not sure this can be done, because the Greetings is called before the Topic Picker, as per Mark's screenshot in his blog.

One can add another custom Greetings message at the start of the workflow in the VA Topic that Soumya created and then add a custom closure message at the end of the workflow, but this means that the user will get two Greetings messages... one when they open Virtual Agent and the second custom Greetings message when they select the VA Topic that Soumya created.

Regards,

Brian

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Soumya Thareja
Tera Contributor
In response to Brian Bakker

‎02-11-2022 04:35 AM

That's exactly the issue that I am facing. My VA is picking the IT Greetings topic.
And the end user who wants to connect to the live agent sees "I am having some technical issues...", because of this custom IT greetings topic. When I revert their greetings topic back to OOB "Greetings," it connects me to the live agent without any "technical issues" message. But I don't want to disturb the existing setup, and want to isolate my VA from all the greetings/closing topics. 

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