Customize the default system messages displayed during Virtual Agent conversations and Agent Chat.

Before you begin

Role required: virtual_agent_admin or admin

About this task

Use System messages in Chat Settings to change the properties that control standard chat messages displayed in your instance. If you're using Virtual Agent and Agent Chat, the System Messages list displays properties for both Virtual Agent and Agent Chat messages. If you're using Agent Chat only, the System Messages list displays only the properties relevant to Agent Chat.
Note: While the web client uses the Messages table [sys_ui_message] to configure the greeting and closing messages, third-party Conversational Integrations (such as Microsoft Teams) use system messages. To change them, modify these messages in System Messages as follows:
  • For greetings that call vaSystem.getTopicSelectionMessage(), modify the value of com.glide.cs.topic_picker_msg.
  • For closings that call vaSystem.endConversation(), modify the value of com.glide.cs.conversation_ended_msg.

Procedure

  1. Navigate to All > Conversational Interfaces > Settings.
  2. Under System messages, select View All.
  3. In the System Messages list, select the property record for the message you want to change.
  4. In the Value field, enter the new message text and select Save.
    Any changes are immediately applied to the system messages displayed in your instance.