Change the Virtual Agent greeting messages in the Greeting setup topic

The Virtual Agent greeting setup topic provides default greeting messages for your conversations. Customize these greetings by adding system properties that change the default welcome message and the top selection message prompting users to enter an issue or request.

始める前に

Role required: virtual_agent_admin or admin

このタスクについて

Starting with the Orlando release, the com.glide.cs.general.welcome_message and com.glide.cs.general.top_selection_message properties are no longer automatically installed with Virtual Agent. These properties define the greeting messages used in the Greeting setup topic.

In the Orlando release, the default Greeting setup topic was updated. If you upgraded from the New York release, these properties are retained so that you can continue using the original Greeting setup topic. If you want to use the updated Greeting setup topic, delete the com.glide.cs.general.welcome_message and com.glide.cs.general.top_selection_message system properties that contain the original Greeting messages.

注:

These properties aren't present in the base system, but creating them enables you to override these messages.

For new customers, the updated Greeting setup topic (see the following example) is the default. If you want to change the default message text in the Greeting setup topic, add these system properties to the System Property [sys_properties] table:

• com.glide.cs.general.welcome_message: Change the default welcome message
• com.glide.cs.general.top_selection_message: Change the top selection message that displays after the welcome message

図 : 1. Default messages in Greeting setup topic (starting with the Orlando release)

手順

1. Navigate to All, and then enter sys_properties.list in the filter.
2. Select New to add the com.glide.cs.general.welcome_message property.
   1. On the form, complete the following fields.

      Field	Value
      Name	Enter the system property name: com.glide.cs.general.welcome_message
      Description	Enter an explanation for this property: Welcome message
      Type	Select string.
      Value	Enter the greeting text. For example: How can I help you?

   2. Select Submit.
3. In the System Properties table, select New to add the com.glide.cs.general.top_selection_message property.
   1. On the form, complete the following fields.

      Field	Value
      Name	Enter the system property name: com.glide.cs.general.top_selection_message
      Description	Enter an explanation for this property: Top selection message
      Type	Select string.
      Value	Enter the text that specifies the next selection action that the user can make after the welcome message is presented to the user. For example: You can enter your request below, or use the button to see everything that I can help with.

   2. Select Submit.