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How to change/customize the keywords used as common commands in messaging integrations with virtual agent? - Support and Troubleshooting
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KB0811768

How to change/customize the keywords used as common commands in messaging integrations with virtual agent?


579 Views Last updated : Jan 3, 2025 public Copy Permalink
KB Summary by Now Assist

Summary

How to change/customize the keywords used as Common commands in messaging integrations with virtual agent?

For example: 

Command "agent" is used to Transfer to a live agent. Follow the below procedure to change the command to use some other keyword.

Release

Madrid and Newer

Instructions

  1. In the filter Navigator search for Messaging Apps Integration
  2. Open Microsoft Teams to see the integrated Teams instance 
  3. Click on the Instance Name:
          image.png
         
             4. The Teams Adapter Config Page opens:
 
           image.png
 
           Note: The actual table is sys_cs_adapter_configuration_page_teams

Related Links

Refer below document to learn more about virtual agent integration with messaging apps and about conventional interface in messaging integrations: 

https://docs.servicenow.com/csh?topicname=va-integration-messaging-apps.html&version=latest


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